Conversational Banking Development Manager

End Date Monday 05 June 2023 Salary Range £52,245 - £58,050
Agile Working Options Flexibility in when hours are worked, Hybrid Working, Reduced Hours Job Description Summary Here at Lloyds Banking Group we're recruiting a Conversational Banking Development Manager role. Job Description At Lloyds Banking Group, we have a clear purpose; to help Britain prosper and to become the best bank for our customers. What we do makes a genuine difference to families, businesses and communities, and we're playing a central role in building a growing UK economy. Are you someone who possesses real curiosity, who genuinely wants to make a difference? Do you enjoy working at pace and identifying new and improved ways of doing things? Are you passionate about shaping Conversational Banking Channels for our customer? If so, we’d love to hear from you! About the role: An exciting opportunity has arisen within our Conversational Banking Development Team. We're responsible for driving positive change and improving experiences for our customers, colleagues and shareholders. You'll have the opportunity to work with dedicated and diverse teams across our business. From our Digital teams, e-Commerce, technical platform teams, operational teams and more. It's a phenomenal environment to develop your skills and experience. Our team works with a host of technical and platform teams to support the development and ongoing optimisation of our conversational banking channels. You'll be primarily focussed on the messaging channel which is a growing strategic channel for our customers and our business. About you and what would you'll be doing for us?

• Use your knowledge to share and shape the channel and the operation
• Using data and feedback from the customer to understand and find opportunities to improve customer journeys, colleague experience and efficiency
• Work with teams across the business to support or lead large scale change improvements for the team
• Understand, assess and support change programmes impacting the business, ensuring our customers and colleagues are ready for the change
• Drive improvements at Advisor and Virtual Assistant level for Messaging
• Be the conduit between the business and platform teams representing the business and the voice of the colleague/customer

We're looking for colleagues who have a proven track record in these key areas: Essential:

• A deep understanding of Messaging (async and sync) including how all of the technology fits together, how to grow the channel and what support structures we need to put in place
• A proven track record of delivering and supporting change into these areas. Ideally you'll bring insight and share standard processes and keep up to date with the industry
• You’ve a proven history on optimising work processes and have demonstrated the most effective and efficient processes to get things done, with a focus on continuous improvement
• You Solve Complex Problems through making sense of sophisticated, high quantity, and sometimes contradictory information to effectively find a solution to problems
• You have a strong ability to collaborate, building partnerships across a range of areas, and working collaboratively with others to meet shared objectives.
• Proficiency in communicating ideas, issues, and implications to all audiences including senior executive level
• A commercial problem solver; using business knowledge and experience to see commercial opportunities
• Comfortable self-managing workload and multiple priorities

So if you want to support colleague, customer and channel development, and you enjoy solving hugely variable and exciting topics, then we'd love to hear from you. You'll come and join our fast-paced environment with a hardworking and dynamic team. Locations: London, Leeds, Chester, Glasgow, You'll receive a package that includes:

• Discretionary performance share award
• Private Medical Insurance
• Generous pension contribution
• 30 days leave plus bank holidays
• Flexible benefits

We work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites. We're happy to consider agile working requests. We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We're also passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And, being disability positive, reasonable adjustments can be accommodated in our Recruitment process, just let us know. So if you’d like to be part of our inclusive values-based culture, and want to be stretched and fulfilled, we’ll help you build a career that will make a difference to you and our customers. Together we make it possible! At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.