End Date
Tuesday 25 February 2025
Salary Range
£73,262 - £86,190
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
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Job Description
Job title: Stockbroking Senior Customer Engagement Manager
Location: Leeds
Salary: £73,262 - £86,190
Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Leeds office.
About this opportunity:
Established in 1997, we're LBG’s retail stockbroking arm providing an execution-only share dealing service to half a million customers. Our ambition is to grow significantly, with substantial investment being made over the coming years in a new platform and improved customer journeys focusing on account opening and servicing.
As Senior Manager for Customer Engagement, you'll lead a highly motivated team who are responsible for delivering improvements and changes to the investment journeys for Investments and Pensions. You'll find opportunities, develop a strategy and own the implementation of both customer journey and customer engagement improvements associated with investment solutions.
What you’ll be doing:
- Set strategic direction for end-to-end customer engagement experience across Investments and Pensions by engaging with numerous stakeholders from across the group
- Own the Customer Engagement team in delivering innovative initiatives and tools that transform customer journeys.
- Develop our proposition and customer journeys to improve online Net Promoter scores and reduce complaints.
- Encourage and lead team to deliver on the commercial objectives for Stockbroking, working alongside the Commercial and Product Teams.
- Establish and build collaborative relationships with stakeholders up to Director level.
- Produce, iterate and deliver against the customer engagement and communications plan.
Why Lloyds Banking Group
Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too!
What you’ll need:
- Experience of delivering customer facing digital change. You make sophisticated information easy for customers to consume and understand.
- An awareness of the investment market and the revenue drivers of the business. An understanding of how politics, economic data and trends affects the business’ commercials would be advantageous.
- A strong background of leading directly and in-directly in a change environment. A genuine passion to promote this culture! You thrive in an open, upbeat, collaborative and innovative environment.
- Shown examples of successfully optimising websites and processes with a focus on the customer is key. You've made decisions using analytics, data and direct customer feedback to advise the changes.
- Track record of delivering initiatives through to completion. (i.e. Developing the proposal, securing funding, working with multiple teams to deliver).
- Validated experience of working with multiple stakeholders both within the business and externally. You'll have responsibility for handling key suppliers account so are experience in leading these relationships by having excellent
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares.
- Benefits you can adapt to your lifestyle, such as discounted shopping.
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
If you’re excited by the thought of becoming part of our team, get in touch.
We’d love to hear from you!
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.
What We Do
Our purpose is Helping Britain Prosper. We do this by creating a more sustainable and inclusive future for people and businesses, shaping finance as a force for good.
We're part of an ever-changing industry and are currently on a journey to shape the financial services of the future, whilst supporting our customers’ changing needs.
The scale and reach of our Group means we can offer a broad range of opportunities to learn, grow and develop. Our values-led culture and approach to inclusion and diversity means we can all make a real difference together.
