Customer Insight Analyst

We're going through a dynamic change programme and have bold plans for crafting the customer experiences of the future. Are you an analyst interested in learning new skills? Or perhaps you already have some experience in root cause analysis of customer feedback and want to help influence actions? Then why not come and explore this with us!

The Customer Insight Analyst role in Transport sits within Customer Experience & Digital. Our team is an aggregation of a diverse set of minds that works closely together, who are passionate about understanding and championing the needs of our customers. You'll be joining a close-knit team that is ambitious but supportive, agile, creative and curious. While there is a lot of responsibility on our team to ensure we put our customers at the heart of everything that we do, this is a phenomenal opportunity for us to help craft the customer experience of the future.

Our core purpose is to inform decision-making with facts. We do that by; reviewing key performance metrics, seeking out and crafting practical and usable insight, spotting opportunities to improve and influencing others to take the appropriate action. With high levels of visibility and credibility through the organisation, we directly influence immediate and future business strategies alongside the change agenda.,

• Monitor customer feedback as it comes in and define priority areas for improvement


• Produce regular reports on NPS, Complaints and Digital survey performance


• Get closer to customers by reading Complaints and NPS verbatim and by "following the thread" investigating individual customer feedback to get to the true root cause


• Liaise with various audiences in Transport and beyond to contextualise data. This will happen for example through overlaying other metrics, calculating propensity and exploring key influencers


• Run meetings to discuss customer feedback, building customer empathy


• Be a crucial contributor to the CX Squads - a group of cross-specialism colleagues coming together to improve our customer experience. Finding opportunities and taking actions in an agile but LBG value focused way


• Help colleagues interpret data and draw conclusions


• Work with colleagues to size the impact of initiatives and any risks to plan


• Conduct desk research to scan the market for new propositions or consumer trends


• Plan and project management of specific primary research


Here's how you'll make the difference in this exciting role...


• Data handling, analysis and visualisation: We're looking for creative data visualisation, core skills around interpreting data and a proven ability to learn how to use new systems through trial and error


• Storytelling and colleague influence: You'll be required to extract meaning from data and apply it in conversations with colleagues and our stakeholders to assist with wider decision-making


• Project delivery and action planning: You'll need to influence and coordinate tasks/actions for yourself, your team and our stakeholders


• Curiosity and growth mindset: Having a desire to apply and grow your technical skills with us


Ideally, it would be advantageous to have experience in any of the following areas:

• Statistical forecasting and scenario modelling: Developing and testing a working hypothesis around what drives current friction points and find opportunities for improvement


• Primary research planning and delivery: We work with several research partners to do more strategic ad hoc research where required, and so experience from an agency perspective in either delivering research for clients or leading research together with agencies


• Risk based reporting: One of our key risk controls is the production of a complaint per thousand Conduct Risk Appetite Metric (CRAM) report, so previous experience in producing risk based reports will also see you in good stead
  
  Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here., 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 bonus award, subject to Group performance


• 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


Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey!

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.