Senior Manager Customer Experience Strategy
Lloyds Banking GroupChester, England, United Kingdom • City of Edinburgh, Scotland, United Kingdom • Birmingham, England, United Kingdom • Calderdale, England, United Kingdom • Leeds, England, United Kingdom
Posted May 21, 2026
78098 - 91880 GBP
Full Time
About the Company
Lloyds Banking Group is a leading UK business for diversity, equity, and inclusion, committed to creating an environment where everyone can thrive, learn, and develop.
Job Description
Senior Manager Customer Experience Strategy position with a focus on creating brilliant experiences for customers and leading the Customer Experience Strategy team to deliver AI enabled tech change and improve complaint handling experience.
Requirements
- Knowledge of complaint handling processes and regulations
- Ability to balance customer, commercials, colleague and controls within the development and delivery of the strategy
- Experience of operationalising AI use cases
- Strong analytical skills and problem-solving techniques
- Excellent communication skills and ability to tell complex stories in an engaging way
- Experience of collaborating and influencing stakeholders
Benefits
- Generous pension contribution of up to 15%
- Annual performance-related bonus
- Share schemes including free shares
- Benefits adaptable to lifestyle, such as discounted shopping
- 30 days' holiday, with bank holidays on top
- Range of wellbeing initiatives and generous parental leave policies