Customer Services Insights Senior Manager

Job Title: Customer Services Insights Senior Manager

Location: Edinburgh, Bristol or Leeds

Salary: £76,000 - £98,500

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices.

About This Opportunity:

Are you passionate about turning data into powerful insights that shape the future of customer experience? If so, we have a phenomenal opportunity for a driven and versatile individual to play a key role in transforming our Customer Services operation.

You’ll join Insurance, Pensions and Investments (IP&I) Customer Services (“CS”) at a truly exciting time, as we embark on a major transformation journey to deliver a market-leading service proposition. By harnessing innovative technology and investing in the skills and processes of our people, we’re redefining how we support our customers—and you could be at the heart of it.

This role is perfect for someone who thrives with interpreting operational data to influence strategic decision-making. You’ll work closely with CS Leadership and Data Management teams to build and grow a brand-new, data-led insights capability. Your work will be instrumental in crafting how we understand performance, customer journeys, and workforce dynamics.

What you’ll be doing:

• Data Understanding: Develop a deep understanding of the data required by Customer Services, including operational performance (e.g. call handling, back office), customer journey (e.g. experience, effectiveness), and people metrics (e.g. FTE, shrinkage).
• Stakeholder Engagement: Build strong relationships with IP&I’s Data & Insights SMEs to identify and capture the vital data, ensuring it aligns with CS’s operational needs.
• Data Collation: Establish and maintain a centralised data repository, with support from the Data & Insights Team, ensuring the information is accurate, complete, and accessible.
• Performance Monitoring: Implement a robust monitoring framework with defined critical metrics, targets, and tolerances to track performance, highlight areas for improvement, and support continuous optimisation.
• Insight Generation: Analyse data using statistical techniques and tools to identify trends, patterns, and risks. Present findings through clear visualisations and summaries to advise CS Leadership and the wider business.
• Strategic Decision Support: Deliver strategic insights and forecasting to support data-led decision-making, ensure compliance with data governance standards, and drive continuous improvement in data and MI processes.

Why Lloyds Banking Group:

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need:

• Data Visualisation Expertise; Confirmed experience in transforming large volumes of complex Customer Services data into clear, understandable visual formats to support executive-level decision-making within UK Financial Services.
• Insight & Advisory Skills: Strong ability to assess and interpret data to provide actionable insights and strategic advice to Leadership.
• Capability Building: Shown success in mobilising new insights capabilities by collaborating with Data SMEs across the business to create centralised, fit-for-purpose data views.
• Technical Proficiency: Skilled in using data analytics tools such as Python and R, along with visualisation platforms like Tableau and Power BI.
• Analytical & Communication Strengths: Excellent analytical skills to extract meaningful insights from complex data, paired with strong communication abilities to clearly present findings to stakeholders.
• Business Alignment & Adaptability: Solid understanding of business operations and goals, meticulous attention to detail, and the ability to adapt to new technologies and methodologies in a fast-evolving data landscape.

About working for us:

Our ambition is to be the top tier UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need

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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.