Associate Director - CX Manager BCB public website

About the role

We're looking for a dedicated and driven CX Manager to join our dynamic Digital Content & Experience team within the Business & Commercial division of Lloyds Banking Group. In this role you'll define, shape, optimise and deliver an outstanding digital experience that brings the brand to life and achieves business objectives. You'll be responsible for a product or service portfolio and the quality of its digital presence. You'll immerse yourself in understanding our proposition and the competitor landscape so that you're able to bring valuable opinion and recommendations to conversations. Working with visual designers, copy writers and content strategists, you'll lead conversations with partners skilfully using your expertise to craft solutions that have the customer at the heart of your thinking. What You'll be doing: Digital CX Strategy and planning: Ownership of your quarterly plans, ensuring alignment with goals and objectives. You'll be the guardian of brand, design, and copy standards and have the credibility and experience to confidently lead conversations with your collaborators but know when to lean-in to specialist Experience Design capability. Prioritisation & Partner Management: You'll lead BAU demand and prioritisation for your portfolio, ensuring changes are purposeful and that the engagement model with collaborators is effective, calling out and managing issues as needed. People Management: Be responsible for the development, care, and wellbeing of your team. Ensure manageable workloads and conduct regular check-ins and reviews. Performance & Productivity Optimisation: Use data and insights to drive engagement and conversion. Plan and facilitate A/B testing and identify improvements. Discovery & SEO: Understand and optimise target SEO keywords. Conduct performance reviews and ensure optimised onsite discovery through navigation and site search. Quality Delivery & Compliance: Ensure briefs meet standards, maintain accessibility, and implement regulatory requirements. Regularly review processes and acquire vital approvals.

What we are looking for

• a dedicated and driven cx manager to join our dynamic digital content & experience team within the business & commercial division of lloyds banking group
• in this role you'll define, shape, optimise and deliver an outstanding digital experience that brings the brand to life and achieves business objectives
• you'll be responsible for a product or service portfolio and the quality of its digital presence
• you'll immerse yourself in understanding our proposition and the competitor landscape so that you're able to bring valuable opinion and recommendations to conversations
• working with visual designers, copy writers and content strategists, you'll lead conversations with partners skilfully using your expertise to craft solutions that have the customer at the heart of your thinking
• what you'll be doing: digital cx strategy and planning: ownership of your quarterly plans, ensuring alignment with goals and objectives
• you'll be the guardian of brand, design, and copy standards and have the credibility and experience to confidently lead conversations with your collaborators but know when to lean-in to specialist experience design capability
• prioritisation & partner management: you'll lead bau demand and prioritisation for your portfolio, ensuring changes are purposeful and that the engagement model with collaborators is effective, calling out and managing issues as needed
• people management: be responsible for the development, care, and wellbeing of your team
• ensure manageable workloads and conduct regular check-ins and reviews
• performance & productivity optimisation: use data and insights to drive engagement and conversion
• plan and facilitate a/b testing and identify improvements
• discovery & seo: understand and optimise target seo keywords
• conduct performance reviews and ensure optimised onsite discovery through navigation and site search
• quality delivery & compliance: ensure briefs meet standards, maintain accessibility, and implement regulatory requirements

Benefits

Pension contribution up to 15%, annual performance-related bonus, share schemes including free shares, lifestyle discounts, 30 days holiday plus bank holidays, wellbeing initiatives, generous parental leave

Onboarding and support

Lloyds Banking Group is a Disability Confident Leader and guarantees interviews for a fair proportion of applicants with a disability, long-term health or neurodivergent condition who meet the minimum criteria. Reasonable adjustments are available throughout the recruitment process - just let them know what you need.