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Job Description Summary

Job Description

JOB TITLE: Associate Director - CX Manager BCB public website

SALARY: Discussed at interview stage

LOCATION(S): Bristol

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 Harbourside office.

About this opportunity

We’re looking for a dedicated and driven CX Manager to join our dynamic Digital Content & Experience team within the Business & Commercial division of Lloyds Banking Group. In this role you’ll define, shape, optimise and deliver an outstanding digital experience that brings the brand to life and achieves business objectives.

You’ll be responsible for a product or service portfolio and the quality of its digital presence. You’ll immerse yourself in understanding our proposition and the competitor landscape so that you're able to bring valuable opinion and recommendations to conversations. Working with visual designers, copy writers and content strategists, you'll lead conversations with partners skilfully using your expertise to craft solutions that have the customer at the heart of your thinking.

What You’ll be doing:

• Digital CX Strategy and planning: Ownership of your quarterly plans, ensuring alignment with goals and objectives. You'll be the guardian of brand, design, and copy standards and have the credibility and experience to confidently lead conversations with your collaborators but know when to lean-in to specialist Experience Design capability.
• Prioritisation & Partner Management: You'll lead BAU demand and prioritisation for your portfolio, ensuring changes are purposeful and that the engagement model with collaborators is effective, calling out and managing issues as needed.
• People Management: Be responsible for the development, care, and wellbeing of your team. Ensure manageable workloads and conduct regular check-ins and reviews.
• Performance & Productivity Optimisation: Use data and insights to drive engagement and conversion. Plan and facilitate A/B testing and identify improvements.
• Discovery & SEO: Understand and optimise target SEO keywords. Conduct performance reviews and ensure optimised onsite discovery through navigation and site search.
• Quality Delivery & Compliance: Ensure briefs meet standards, maintain accessibility, and implement regulatory requirements. Regularly review processes and acquire vital approvals.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping 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.

What you'll need:

• Experience of developing and implementing digital customer experience strategies that align with business objectives and uphold brand standards.
• Confidence, with excellent communication and storytelling skills.
• Established collaborative techniques, and the ability to drawn key information from relevant parties to best effective.
• Proven ability to thrive in a fast-paced environment, calmly handling demand and prioritisation while ensuring effective collaborator engagement and timely project delivery.
• Experience in leading and developing teams, setting clear goals, and conducting regular performance reviews.
• Proficiency in using data and insights (e.g Adobe analytics, SEM rush) to advise decisions and drive performance improvements.
• Strong understanding of SEO principles, keyword optimisation, and conducting performance reviews using tools like SEMrush.

This is a place for you:

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
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you’ll learn and thrive? Apply today and find out more.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.