Customer Performance Manager

JOB TITLE: Customer Performance Manager

SALARY: The salary banding for this role is £59,850 - £66,500

LOCATION: Leeds

HOURS: 35 hours, full time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity

We have an exciting opportunity to join the Lloyds Bank General Insurance Ecosystem team as a Customer Performance Manager. The Ecosystem team work with external partners to give customers a range of products that meet all their protection needs including motor and pet insurance.

In this role you’ll be responsible for ensuring that customers receive a high-quality service and product from our partners that delivers great customer outcomes. You’ll use your analytical skills to monitor and understand supplier performance and to ensure that all our internal governance and regulatory responsibilities are met. Where gaps are identified you’ll work with stakeholders to develop actions plans and ensure that they are delivered.

You’ll work with suppliers to continually develop reporting to drive efficiency for both parties Enhancing our current range of insights you’ll build a comprehensive picture of performance, identifying new areas to explore and challenging existing processes.

Using your experience of the insurance sector and our customers you’ll be able to interpret results and identify improvements to our products and services. Your knowledge of the FCA’s Consumer Duty and the regulatory environment will help you contextualise performance and identify areas to improve.

Why Lloyds Banking Group

From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

What will I be doing?

• Responsible for collating and reviewing data from internal sources and external partners to understand customer experience and outcomes across a number of products including motor and pet insurance
• Responsible for articulating what the results mean in relation to customer outcomes and adherence to regulation, including the FCA’s Consumer Duty
• Working collaboratively with customers/partners to develop action plans to improve performance
• Identifying risks and potential customer harms and ensuring that the right mitigations are in place
• Completing all required product and Consumer Duty governance
• Providing customer insights to the Ecosystems team so we can ensure the customer stays at the heart of everything we do
• Supporting the next phase of our Consumer Duty analytics, embedding capabilities to drive actionable insights and influencing collaborators to deliver change focussed on improving customer outcomes.
• Building strong networks to be able to put data driven insights into context driving action plans to improve our service and proposition for customers.

What you’ll need

• Experienced in data analysis, customer data, MI and trends
• Strong communication and interpersonal skills, including negotiation and customer/partner management
• Experience of being able to work independently and in a team environment, showing leadership skills to the team
• Strong attention to detail
• Excellent presentation skills and telling a story through data and articulating trends
• Think fast on feet. Able to consider the bigger picture and understand risks, constraints and other considerations

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 underrepresented 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

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