Digital Origination - Personalisation and Interventions Manager

Cash Management & Payments (CM&P) in Business and Commercial Banking (BCB) provide a diverse range of everyday banking services including Payments and Accounts and Deposit products to small and medium sized businesses, as well as Corporate and Institutional Banking (CIB) customers.

CM&P has received significant investment in recent years and continues to do so, demonstrating its strategic importance to the Group. The Team currently runs a portfolio of around 30 products, with continual enhancements to these, and the services we offer our customers.

Our ultimate objective is to improve the customer experience resulting in greater engagement and retention of the client base and deepening the relationship with our customers by building relational digital origination, engagement and value, increasing product holdings and relationship longevity, supporting our objective of being the best bank for businesses.

We're seeking a new Digital Origination- Personalisation and Interventions Manager to join our newly formed Retention and Growth Team.

To achieve our aspirations, you'll need to work in a collaborative and coordinated way that ensures a positive client and colleague experience, working in conjunction with product teams, Coverage, Sales, Delivery, Legal, Brands & Marketing, Channels, Data Science, Portfolio Analytics and Risk amongst other key stakeholders.,

• Responsible for developing, implementing and scaling strategies to attract and retain customers through digital channels, increase digital engagement and usage, and improve overall customer satisfaction.


• This will be through interventions across the right mediums such as app, email, branch interactive screens, web, platforms, social media, notifications, SMS etc


• Proven experience in personalization of interventions using underlying data and predictive analysis, as well as the application of behavioural science to positively influence customer actions and decisions


• Delivering on success of digital nudges, promotions, campaigns and route to a banks multiple sources/ UIs


• Influencing MVP test and learns to scale-up launches


• Finally, establishing key metrics and desired outcomes, monitoring and measuring the performance or impact of campaigns and initiatives and reporting this to key stakeholders will be a crucial part of the role


Why Lloyds Banking Group

We're on an exciting journey and there couldn't be a better time to join us. The investments we're making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

The role would suit bold and motivated individuals with a growth mindset, looking for their next challenge to play a crucial role in the growth and digital ambitions of the bank. The role would especially suit candidates with a digital origination proficiency and know how, and the skill to effectively engage customers through online journeys from discovery through to purchase decision, monetization and servicing.,
• Strong commercial experience of working at a Digital Bank and/or leading Digital campaigns and interventions


• Strong collaboration and coordination skills with internal and external partners, including account managers, sales teams, product managers, vendors, and agencies.


• Strong analytical and problem-solving skills, with the ability to interpret, validate trends and communicate complex data in a clear and concise manner.


• Knowledge of banking products and services, customer segments, and market trends.


• Ability to work independently and collaboratively in a fast-paced and dynamic environment.


• Excellent communication and presentation skills, both written and verbal


• Ability to interrogate and identify trends for opportunities


• A curious and investigative mentality which will focus on actively looking for and uncovering commercial opportunities


• Ability to apply a structured approach to problem solving and prioritising workloads to deliver value.


• Ability to influence and collaborate across a wide range of stakeholders across the Bank to deliver solutions


• Ability to work as part of a hard-working virtual team and drive accountability and ownership against set timelines, working in an agile way to deploy incremental changes with a test and learn approach
  
  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.

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


This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose.