End Date
Tuesday 19 August 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
At Lloyds Banking Group we serve more than 28 million customers and 1 million businesses. Join us and you can make a real difference.
Customer Experience & Perception Insights works within the Customer Insights team, part of Lloyds Banking Group's Brands, Marketing and Experience team (BMX). BMX is a group-wide function responsible for driving forward the customer agenda for the Consumer customer base and LBG more broadly.
Customer Insights' mission is to ensure a deep understanding of customers drives decisions across LBG. We do this by providing compelling and trusted insights about our customers and the world around us, created by combining internal LBG customer and product data, customer research and external intelligence. If you enjoy creating great research that helps others understand customers' experiences and can connect data into compelling outputs that drive action, this is the role for you.
Job Description
As an Assistant Research Manager, you will help develop and manage customer experience research programmes. You'll work closely with colleagues across the business to understand research needs and build and manage programmes that promote improved customer understanding.
You'll be part of a collaborative team that values curiosity, creativity, and clarity and be energised by the opportunity to help teams across the Bank to realise our vision of what great customer experience could and will be. Key responsibilities include:
* Developing regular & custom customer experience research (quantitative) and measurement, using available tools to deliver impactful customer experience understanding in support of LBG's strategic priorities
* Managing and maintaining a suite of prioritised customer survey programmes and dashboard outputs across products, channels, journeys and relationships
* Contribute to the CX Centre of Excellence / ways of working for customer experience research across the Group, adopting best practice
* Identify and understand all key risks and operate necessary risk controls
What Are We Looking For?
Having someone with the right values and behaviours is important to us. Fostering the right team culture is crucial to our success and a passion for collaborating with other colleagues to improve our customers' experience of LBG is essential to this role. Other key qualities are:
* Experience in a research role — ideally within financial services or a similarly data-rich environment
* Passion for improving opportunities and outcomes for banking customers
* Good analytical abilities including the ability to accurately manipulate large datasets and produce visualisations that drive understanding and action
* Good communication and collaboration skills
* Strong attention to detail
* Proficiency in Microsoft 365 (M365) tools — especially Word, PowerPoint, Excel, and Teams
* A curious, flexible and proactive approach with a desire to continuously learn and improve and help everyone to be their best
We operate a hybrid working model, enabling colleagues to experience the benefits of time in the same location as their colleagues for a minimum of two days each week, while also entrusting colleagues with choice about where they work for the rest of the week to deliver their very best.
If this role sounds like it could be for you, 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.