Insight and Enablement Manager

JOB TITLE: Insight and Enablement Manager

LOCATION(s): Basildon

SALARY: Starting from £43,803

HOURS: Full-time - 35 hours per week plus inclusion on an out of hours rota.

WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at our Basildon office

About the role 

Lloyds Bank Cardnet, a partnership between Lloyds Banking Group and Fiserv and we’re on an exciting journey and there is no better a time to join us. We’re mid way through the Cardnet Transformation Programme, a multi-year business transformation programme delivering materially improved customer experience and sustainable growth in merchant count, revenue, profitability and market share.

This role is central to enabling data-driven decision making and continuous improvement across Cardnet merchant services.  The Strategy and Transformation team drive operational excellent and lead transformative change in merchant services.

The successful candidate will champion the use of data, insight, and automation in these areas to optimise both our functional and business management processes and drive value-add activity.

The ideal candidate will be confident in challenging existing processes and embrace technology advancements as opportunities. They will demonstrate a growth mindset, learning quickly and supporting their own and team development. They will have strong analytical skills, a collaborative mindset, and the ability to analyse and interpret information from several datasets, sharing their findings in a clear and engaging way, especially when producing updates or ideas for the leadership team.

What you’ll be doing

• Providing customer centric data analysis and insights, identifying trends and themes and working with senior collaborators across merchant services to to convert these into practical actions.
• Supporting the strategic definition of our transformation journey through provision of the appropriate data and insights that are required by the leadership team
• Monitor and analyse key operational metrics (e.g., NPS, complaints, service levels), implementing initiatives to achieve step-change improvements.
• Support the delivery of operational improvements within Merchant Services Operations by assisting with process enhancements, digital initiatives, and efficiency projects.
• Assist in coordinating cross-functional change initiatives that enhance service quality, strengthen operational resilience, and ensure compliance with regulations.
• Support the implementation of technology-led solutions, such as automation and AI, to improve workflows and enhance customer and colleague experiences
• Employ continuous refinement techniques (e.g., Agile, Lean, Six Sigma) to enhance efficiency, customer experience, and risk management in a measurable manner.

Why Lloyds Banking Group?

We're on an exciting journey to transform our Group and the way we're crafting finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you!

What you’ll need:

• Data Literacy: Ability to perform semi-advanced analysis of data from multiple sources, using tools such as Excel and Power BI to generate actionable insights that enables data-led decisions

• Analytical Skills: The ability to interpret a range of data and produce insightful, action-orientated analysis and insights at pace, using qualitative and quantitative data sources.

• Creativity & Innovative Thinking: Experience in automating MI outputs, understanding and embedding new tools and dashboards.  Challenges current thinking and status quo constructively.  Proactively helps turn new ideas into reality through experimenting with new ways of working

• Product & Client Knowledge: Practical knowledge of the products we offer and the range of clients we serve in CIB and BCB.
• Organisational and Time Management Skills - The ability to prioritise effectively across a variety of tasks, working confidently in a fast paced environment

• Communication: Experience in producing clear, effective reports and visualisations for key meetings taking into consideration the audience, message and context.  Uses appropriate styles, tools, and approaches and encourages feedback for improvement. The ability to tell stories and produce easy to understand communications from complex datasets. Confidence and experience of engaging with leadership teams

• Collaboration: Understands the importance of connecting effectively with others, at all levels across the organisation, to achieve their own and team goals. Welcomes opportunity to work with others outside of immediate team or area and utilises this to build professional relationships and learn from others.

• Proactivity & Curiosity: A desire to drive your own development, in order to adapt to a constantly evolving and competitive environment

• Action Oriented: Makes progress towards the achievement of goals quickly and efficiently using limited information available and focuses on the most important tasks, often in an ambiguous and fast paced environment. Ensures that work is to a high quality and attention to detail is maintained even when working at pace.

About working for us!

Our ambition is to be the leading 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
• 28 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!