JOB DESCRIPTION SUMMARY

Lloyds Banking Group leads the UK’s biggest digital bank with 20M+ active users.
Digital Engagement collaborates across customer channels to identify ways to build deeper, more trusted relationships with our customers. The team operates in a fast-paced environment, working with partners to deliver first-class digital experiences, supporting customers to become more financially resilient and improve their digital capability. We aim to offer valuable, innovative, and human-like digital banking experiences that are personalised to customer’s individual needs.

ABOUT THIS OPPORTUNITY

Our Digital Engagement team sits within our Consumer Engagement business and collaborates across customer channels to identify ways to build deeper, more trusted relationships with our customers. The team operates in a fast-paced environment, working with partners to deliver first-class digital experiences, supporting customers to become more financially resilient and improve their digital capability. We aim to offer valuable, innovative, and human-like digital banking experiences that are personalised to customer’s individual needs.
We’re seeking a Strategic Features Manager to join our growing team! Are you passionate about the shaping the future of mobile banking? Our Strategic Features and Future Proofing team is looking for an innovative, customer-centric individual to join our team and elevate the app experience through the development of existing and new innovative features in partnership with platforms across Lloyds Banking Group; helping us redefine our app experience and achieve our goal of becoming the UK’s #1 banking app!

KEY SKILLS

• Confident working with technical teams to identify enablers, manage dependencies and solutions that align with strategy.
• Are comfortable navigating ambiguity, prioritising and making decisions in a fast-paced environment.
• Familiar with agile methodology or have experience of establishing agile ways of working across teams.
• Are an excellent communicator and natural storyteller with an ability to influence at all levels and be candid when needed.
• Use creative and innovative thinking to effectively problem solve and design improvements.
• Have strong attention to detail, utilising analysis across multiple sources to identify and interpret optimisation opportunities (e.g., adobe analytics, power BI).
• Resilient and tenacious in a dynamic environment.

ROLE RESPONSIBILITIES

• Critical Thinking: Developing innovative solutions to ensure strategic features solve customer problems, are aligned to our strategy and elevate the experience challenging the incumbents, Neo banks and other FinTech’s
• Analytical: Understand performance of our channels and customer needs, identifying themes and trends using data from a wide range of sources to advise solutions (Analytics, Customer Feedback, Competitor Analysis)
• Storytelling: Set a clear vision for the future, articulating a data driven narrative of how solutions will solve customer problems, elevate the experience providing clear recommendations, and what it will take to achieve
• Collaboration & Influencing: Join the dots on work across the group to ensure strategic alignment. Engaging with partners in platforms and across business areas to interlock on our vision. Co-create solutions ensuring delivery through others to bring the vision to life for customers
• Problem Solving: Lead on sophisticated problem solving, applying the lens of improving the customer experience first, working collaboratively with peers to form a proposal.
• Digital Technology: understanding of the landscape (mobile apps, APIs, cloud, and how systems connect and share data) with the ability to link technical capabilities to the customer experience.