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Job Description Summary

Job Description

Do you want an exciting role in a growing part of the organisation that puts you at the forefront of delivering for the Group’s key programme to deepen relationships with our customers?

Then you really should consider joining our Customer Value Management (CVM) team in Lloyds Banking Group (LBG) as a Product Owner/Engagement Lead.

At Lloyds Banking Group, we’re motivated by a clear purpose - to Help Britain Prosper. And as the UK's largest digital, retail and commercial bank our colleagues are passionate about making a difference to customers and communities.

Our team is the Analytics and Interactions team at the heart of the Chief Customer Office (CCO), where we utilise data to optimise the customer experience. Customer Relationship Growth (CRG) is a key programme of activity which seeks to transform our customer interactions by pre-empting customer needs and creating a personalised experience across a range of aspects including: pricing; customer services; credit risk and fraud. In so doing, we aim to deliver superior customer satisfaction and greater depth of relationships with our customers.

We already have a great team culture across CCO. Our leadership team are really passionate about our people agenda – ensuring we have an inclusive environment. We’re also a friendly and sociable bunch in CVM – our colleagues score us highly in our regular mini colleague surveys in terms of satisfaction, being involved in meaningful work and the positive culture we have in the team. We have a standard no meetings zone every lunchtime and once a month a ‘project day’ to give the team space to work on an area of personal interest and/or personal development.

What is the role…?

As a Product Owner (also known as Growth Cells Theme Lead Manager) you'll be required to work with the value growth cell lead to drive a cross functional team to deliver core Growth targets as laid out by the CRG business case, alongside the CCO Interactions Interlock for your theme. The Growth Cell will combine the exceptional talents from a cross the CVM team (including analytics, modelling, measurement, data, interactions strategy and implementation, CRG program, CVM lab, and boarder CCO team to deliver outstanding results. Great stakeholder management skills will be critical.

Here are some of the key responsibilities you’ll have:

• Establish collaborative working relationships with key partners to align, drive and deliver plans and shared objectives.

• Maintain and identify clear priorities for your cross-functional team, ensuring the most valuable opportunities are delivered first

• Demonstrate insight and utilise analytics to motivate change across CCO/LBG to improve Commercial and customer outcomes

• Working with analytical teams, deliver meaningful insight which influences the business to adopt such recommendations

• Accountability for delivery of core Growth targets, alongside ensuring delivery of the CCO Interactions Interlock for your theme

• Ensuring all conversion marketing, within your theme achieves overall contribution target for value

• An awareness of pan-portfolio value whilst proactively identifying new opportunities to improve reach and efficiency of spend and resource.

• Driving growth in key critical metrics for a specific portfolio of products.

• Improve the return from LBG budget and resource, using ROI / value or appropriate measures, across activity and channel, ensuring no activity runs at a loss without outstanding agreement

• Ability to challenge established ways of working to facilitate delivery of innovative solutions and lead cross-functional teams to great outcomes

About you:

If you have strong storytelling capabilities, can use insight to answer key business questions, provide recommendations, and influence Group strategy, this is an excellent role in which to progress your career.

The ability to translate sophisticated requests into accessible and straightforward recommendations is crucial, alongside having an openness to change, a growth mentality and a desire for continuing personal development.

Key Role Capabilities

Core

• Managing and influencing stakeholders

• Using data to drive decision making

• Organisational and planning skills

Desirable

• Complex problem solving

• Delivering results

• Customer & market analysis

Whilst the majority of the team are based in Bristol and this is our preference, we would welcome applications from the other locations where the wider team is also located. Our hybrid working model continues to evolve across our Chief Customer Office (CCO), and all CCO colleagues work a minimum of 1 day per week in an office. This will be monitored and reviewed with an expectation that this will increase to working 2 days per week in an office.

If you’d like to be part of an inclusive, values-based culture passionate about making a difference, we’d love to hear from you. Whatever your aspiration, you can also expect excellent benefits, including performance-related bonus, private health cover, share schemes and a generous pension contribution, along with the option to choose an additional cash lump sum (4% of salary) or pick from a wide range of industry leading benefits.

We’re a function passionate about encouraging an environment of professional development and will give you opportunities to stretch. We also recognise colleagues for their contribution and performance as part of our colleague Charter.

As a Group we celebrate the diversity of our people - we’re building a truly inclusive work environment where all of our colleagues have the chance to create a real difference.

And if you need any reasonable adjustment to participate in the application or interview process just let us know.

So if you have the skills and background we'd love you to come and work with us to transform the groups next chapter into reality. What are you waiting for…?

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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'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.