Digital Comms Performance Assistant Manager

End Date
Saturday 13 April 2024
Salary Range
£45,054 - £50,060
We support flexible working - click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
Lloyds Banking Group is committed to be the best digital bank for consumers and businesses in the UK. We're the UK’s leading digital bank, with over 20 million active online customers across our four main brands, as well as the UK’s biggest mobile bank.
Our vision is to be the pioneer in digital relationship banking and recognised as the best in Europe in the way digital technologies are used to safely and simply service our customers across channels.
Job Description
JOB TITLE:Digital Comms Performance Assistant Manager
LOCATION:London, Leeds, Bristol, Edinburgh, Halifax, Chester, Birmingham
HOURS:Full-Time
WORKING PATTERN:Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of the offices above.
Imagine speaking to 20 million customers every month. Helping them build financial resilience by understanding what they need and when, and doing it all through constantly evolving platforms they love to use.
The Proactive Onsite Conversations team in Chief Digital Office do just that. We plan and optimise the messages that customers receive on our secure site (Internet Banking). We make sure they receive timely, relevant and personalised product and service messages to help meet their financial needs. We look after communications on our App, desktop and mobile banking sites for c ustomers across Lloyds Bank, Halifax, Bank of Scotland and MBNA.
About this opportunity
You’ll work as part of a team responsible for the planning, creation and optimisation of messages to our customers about features and services which will enhance their digital experience and management of their finances.
You’ll work closely with the teams who create and manage the features to understand and influence the customer benefit. You’ll articulate those benefits to the customer in a concise way, working within our communication principles and guidelines.
You’ll work closely with the teams who create and manage our products to understand and influence the customer benefit. You’ll work with our marketing team to create messages that articulate those benefits to the customer in a concise way, and that perform in a digital space.
You’ll work with our CRM data teams to understand the profile of who does and doesn’t use those features, defining who we target with those messages, as well as our delivery team to get the messages converted into assets that can be put on our sites.
You’ll be responsible for the performance of those campaigns, making recommendations to improve performance. You’ll optimise the messaging we use, testing different variations using statistical analysis to find the versions which resonate with our customers the most. You’ll report on this performance and testing to a variety of stakeholders, acting as the subject matter expert for communication of the features in your portfolio.
What are we looking for?

• You need to be analytical - you should be confident working with Power BI and pivot tables to manipulate data, identify trends and present findings to non-analytic audiences.
  
• You’ll also be creative - you will be responsible for writing the copy for our messages ourselves, so you’ll need to be able to articulate and promote our services in an engaging way.
  
• You’ll be a great stakeholder manager - we work with feature managers, build teams, data teams, Risk, Marketing and our technical operations teams. You’ll often have competing priorities across the features in your portfolio, so you’ll need to be able to understand business requirements, prioritise, and communicate technical requirements and performance in simple terms.
  
• You’ll have excellent attention to detail - we’re creating messages for our customers which will be live in their banking spaces. We need to meet regulatory requirements, our brand guidelines, and ensure that the right messages appear on the right device, in the right brand and in the right placements. We’ll train you on the systems you’ll use to do this, but you’ll need an eye for detail to make sure you do it right.
  

What you'll need

• You may come from a marketing, digital or customer insight background. Either way, you’ll have a relentless focus on the customer, challenging other areas of the business to make sure we’re producing the most targeted and relevant communications.
  
• You’ll have bright ideas and challenge the norm. You’ll be a good storyteller, with the ability to create and present packs which showcase your thinking.
  
• We’re looking for people with an entrepreneurial approach. You’ll thrive on change and be able to establish the potential of new functionality and propositions, as well as finding innovative ways to improve our existing targeting and messaging.
  
• You’ll be confident, adaptable and great at prioritising your time, focussing on the big things that matter, to ensure plans are delivered.
  
• You’ll be an inquisitive problem solver, developing a deep understanding of our customers, and constantly asking “why?” to get to the drivers of customer behaviour and our performance.
  
• You may have an understanding or experience of Adobe products (Workfront, Adobe Target, Adobe Analytics, Adobe Experience Manager). If you don’t, we can train you on these, but you’ll need to be comfortable using multiple complex systems to deliver campaigns.
  

About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. 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. And it’s why we especially welcome applications from under-represented groups.
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:

• A generous pension contribution of up to 15%
  
• An annual bonus award, subject to Group performance
  
• 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 this sounds like the ideal role for you please apply today!
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.