End Date
Thursday 10 April 2025
Salary Range
£39,825 - £44,250
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Flexibility in when hours are worked, Hybrid Working, Job Share
Job Description Summary
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Job Description
Job Title: Customer Insight Assistant Manager.
Location: Manchester or Newport.
Salary & Benefits: £39,800pa to £48,600pa plus the benefits listed below.
Working Pattern: Our work style is hybrid, which involves spending at least two days per week currently, or 40% of our time, at our offices. Our Northwest hub is currently Heathside Park in Cheadle, and we'll be moving to Manchester Portland Street over the summer. Our Wales hub is currently in Newport Tredegar Park, and will move to Cardiff in 2026.
About us
Join our Transport Experience and Insight Team at an exciting time! We have ambitious plans to transform our Customer Experience!
Our mission is to fulfil Transport’s goal of Keeping Britain Moving. We envision delivering a brilliant customer experience through data and insights, responding to changing customer needs, and creating a great workplace for our colleagues.
If you're not already “in”, there has never been a better time to join the Transport division. We’re going through a dynamic change programme and have ambitious plans for shaping the customer experiences of the future. Maybe you’re an existing analyst keen to broaden your skills? Perhaps you already have some experience in complaints root cause analysis customer survey or Net Promoter Score, and want to help influence actions? Then come and explore this with us!
Want to hear more?
About the role
The Customer Insight Analyst role in Transport sits within the Customer Insight & Analytics team, part of Transport Experience and Insight. Our team is an aggregation of a curious and diverse set of minds that work closely together and are passionate about understanding and championing our customers’ present and future needs.
Your core responsibilities:
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Monitor customer feedback as it comes in to identify key drivers of performance against targets, as well as new trends
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Get close to customers by reading Complaints and NPS verbatim and investigating individual customer stories to get to the true root cause
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Liaise with various audiences in Transport and beyond to contextualise data. This will happen for example through overlaying other metrics, calculating propensity to complain and exploring key influencers
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Run meetings to discuss customer feedback, building customer empathy
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Be an essential contributor to customer experience discussions. Your unique position takes you closer to customers than many colleagues, and ideally enables you to be a customer champion
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Work with relevant colleagues to understand what proposed initiatives will deliver for customers, then size the impact on key Customer Experience performance metrics
About you
We’re looking for a proficient analyst who has a passion for data but also someone who is confident, resourceful and keen to develop further. It is essential that you have demonstrable experience in:
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Data handling, analysis and visualisation – We’re looking for creative data visualisation, core skills around interpreting data and a demonstrable ability to learn how to use new analytical systems
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An understanding of root cause analysis techniques is essential
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Story-telling and colleague influence – You’ll need to be able to extract meaning from data and apply it in conversations with colleagues and our stakeholders to assist with wider decision-making
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Project delivery and action planning – You’ll need to influence and coordinate tasks/actions for yourself, your team and our stakeholders
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Curiosity and growth mindset – Having a desire to apply and grow your technical skills with us
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Organising and directly supporting the delivery of a suite of monthly customer performance monitoring metrics such as complaints, Net Promoter Score and survey responses
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Identifying time stealing tasks, and setting alternative solutions and / or automation
We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 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’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes…
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A generous pension contribution of up to 15%
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An annual bonus award, subject to Group performance
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Share schemes including free shares
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Benefits you can adapt to your lifestyle, such as discounted shopping
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28 days’ holiday, with bank holidays on top
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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!
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.
