Head of Customer Reporting, Open to flexible working

Location
London
Salary
£85,200 - £113,600 per annum
Posted
22 Feb 2019
Closes
22 Mar 2019
Ref
010969
Contact
Lloyds Banking Group
Contract Type
Permanent

Head of Customer Reporting

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

An opportunity has arisen for a Head of Customer Reporting role based within the Performance, Optimisation & Interactions team of Group Brands & Marketing. Applications are sought from tenured, customer satisfaction and reporting leaders with the vision, ambition and personality to lead and shape this critical business and reporting function.

The role holder will lead the strategy and operational components of our Group Customer Dashboard, which contains all our targeted customer satisfaction metrics across our brands and businesses, and is taken to our Group Executive Committee and to Board.

Job Description

Our vision, put simply, is to become the best bank for customers.

As the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household in the UK which gives us a responsibility to support the UK economy whilst putting customers at the heart of everything we do.

And at Lloyds we're transforming the customer experience - adopting the latest technologies and emerging digital channels to build our iconic brand portfolio through understanding the needs of over 30 million customers.

An opportunity has arisen for a Head of Customer Reporting role based within the Performance, Optimisation & Interactions team of Group Brands & Marketing. Applications are sought from tenured, customer satisfaction and reporting leaders with the vision, ambition and personality to lead and shape this critical business and reporting function.

What's the role about?

You'll lead the strategy and operational components of our Group Customer Dashboard, which contains all our targeted customer satisfaction metrics across our brands and businesses, and is taken to our Group Executive Committee and to Board. You'll work across the group to set ambitious targets and goals to ensure we're the Best Bank for Customers. As well as being a deep advocate and expert in customer experience, you'll be conversant with satisfaction metrics ranging from NPS to brand health. You'll be an extraordinary communicator and influencer to bring this about.

You'll lead, develop and inspire a team of analysts to deliver complex, regular and highly accurate reporting matched to extraordinary storytelling and communication.

There is a critical, GEC down requirement to significantly improve our customer satisfaction reporting and action planning. This will include moving to segment level reporting, providing insight into key drivers, ensuring an action oriented approach, and undertaking and implementing a strategic review of the capability. This requires a leader with the specific experience, market insight and capabilities to direct this function to deliver groundbreaking change.

Do you have what we need?

  • Established and deep understanding of customer satisfaction reporting and business performance monitoring.
  • You'll be passionate about customer satisfaction reporting and championing the voice of the customer to influence strategy and drive business change
  • You'll possess leadership skills to lead, encourage and engage a team of analysts and network of partner colleagues across multiple sites and business units to design, implement and operate the customer reporting programme
  • You'll be confident, adaptable, authoritative communicator with ability to thrive in collaboration across the business and diverse range of stakeholders
  • With the relevant career background, you'll ideally have experience of delivering groundbreaking change to customer satisfaction reporting elsewhere

So, what do we have on offer?

The unique opportunity to make a difference to the customers of the largest banking group in the UK, and to work in a dynamic, reciprocal environment with exceptional tools and capabilities. And, put simply, the opportunity to bring your vision to how we transform our approach to customer satisfaction.

In addition to the salary quoted, the position also offers:

  • Car / Car allowance
  • Discretionary Performance Share Award
  • Generous pension contribution
  • A flex benefits cash pot you can adjust to suit your lifestyle (4% on top of your basic salary)
  • Private health cover
  • Share schemes
  • 30 days holiday plus bank holidays

In return for your expertise, you'll enjoy our total dedication to your ongoing personal and professional development. Here, you'll grow as a person and develop your career. As a valued member of our team, you'll be supported to grow and advance through excellent training and progression opportunities. Our customers' experience and success starts with yours.

Lloyds Banking Group is 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 an equal opportunity employer and deeply value diversity within our organisation.

Did you know we've won awards?

We've gained industry recognition including Stonewall Top 100 Employer, Top 30 Employer for Working Families, Gold Standard 2014 from the Business Disability Forum and Top 50 Employer for Women.

Similar jobs

Similar jobs