Balance customer, commercial, colleague, and controls
This role leads the Customer Experience Strategy team to transform complaint handling experiences using AI-enabled technology
Job Summary
This role leads the Customer Experience Strategy team to transform complaint handling experiences using AI-enabled technology.
The position requires balancing customer needs, commercial goals, colleague wellbeing, and regulatory controls while driving strategic change.
Lloyds Banking Group offers a comprehensive benefits package including up to 15% pension contribution, performance bonuses, and flexible working options.
Matching Summary
This role leads the Customer Experience Strategy team to transform complaint handling experiences using AI-enabled technology.
Salary
Base: £78,098 - £91,880; Bonus: Annual performance-related bonus; Benefits: Up to 15% pension, share schemes, 30 days holiday
Skills & Requirements
Must-have
Lead Customer Experience Strategy team
Operationalise AI use cases in complaint handling
Balance customer, commercial, colleague, and controls
Strong analytical skills and problem-solving techniques
Influence stakeholders across organisational boundaries
Nice-to-have
Knowledge of complaint handling processes and regulations
Experience writing brilliant letters to customers
Ability to scan horizon for competitor activity
Support high impact events with innovation
Commitment to diversity, equity, and inclusion
Key Requirements
Experience operationalising AI use cases
Strong analytical and problem-solving skills
Proven ability to influence cross-functional stakeholders