Manager, Direct Customer Journeys - Mortgages - Hybrid and flexible working options

£52,912 - £66,140
04 Aug 2022
18 Aug 2022
Lloyds Banking Group

At Lloyds Banking Group (LBG), 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. And as the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household in the UK.

Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets. That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first - and achieve our vision of becoming the best bank for customers.

As a Manager working in Direct Customer Journeys, you'll be part of the team within Consumer Banking, which is tasked with monitoring and driving growth in the direct business, designing and delivering reimagined omni-channel home onboarding journeys, and developing new propositions for our franchised customers. We have an ambitious target to support more customers with their home needs and this role is focused on growing through our direct channels.

We'll need you to build positive relationships and work collaboratively with other teams within Mortgages Products, Community Banks and Mortgages Value Stream. You'll be intellectually curious, have strong problem-solving skills, be customer focused and be flexible in your approach.

Location & Ways of working:

  • We're flexible on location for the right person, however we'll need you to based a commutable distance from one of our key hubs in London, Halifax, Leeds or Wolverhampton.

  • We work in a hybrid model, splitting our time between the office and working from home.

Key Accountabilities:

Monitoring and analysing customer behaviours and funnel performance through:

  • Building a dashboard to monitor performance of the direct mortgages business, conducting ad hoc deep dive analysis where required
  • Using analysis and insights to make recommendations to address any gaps in / improve performance

  • Constructively working with colleagues in the wider mortgages business to challenge and change existing practices

Redesigning elements of the home onboarding journey including:

  • Developing personalised tools to help customers to explore their options and easily progress through to an application

  • Making the application process as simple and easy as possible, and allowing customers to use their channel of choice for different steps of the journey

  • Rethinking the way we monitor and oversight the onboarding journey, including designing automated controls into the systems and processes and changing the way we conduct testing of customer outcomes

  • Make it simple for customers to meet all their home needs in one seamless journey - including home insurance and protection

Developing propositions for franchised customers:

  • Using insight to design and deliver customer focussed products to meet the needs of our franchised customers who may not have a mortgage yet, or have a mortgage with another lender

  • Building and managing partner relationships

  • Identifying, influencing and working collaboratively with key counterparts across the wider mortgage business

  • Sharing information, discussing, and explaining performance in working groups and governance forums

  • Identifying constraints including risk appetite and operational capability

We're looking for the following skills & experience:

  • Problem solving - bringing a creative approach to complex problem solving

  • Analytical thinking skills - able to interpret and use data and information to deliver insight, and recommend changes

  • Commercial sense - able to identify focus areas to drive the biggest performance improvements

  • Customer Focused - the ability to consider the customer experience and put yourself in the customers 'shoes'

  • Communication - strong written and verbal presentation skills

  • Organisation and prioritisation - ability to work independently, prioritise effectively and manage delivery of specific tasks, providing regular updates to senior manager

  • Agility - thrives on variety in terms of different projects, different types of activity and skills

  • Resilience - enjoys working with ambiguity and being part of a challenging, high-profile and fast paced agenda

So what can we offer you in return?

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

As well as a competitive salary, you'll receive:

  • A Discretionary Performance Share Award

  • Generous pension contribution

  • 30 Days leave plus bank holidays

  • A flexible cash pot (4% of base salary) to spend on benefits

  • Private health cover

  • Access to Share Schemes

We're an equal opportunity employer and deeply value diversity within our organisation. We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Together we make it possible.

For further information and to submit your application, please click 'Apply'.