Responsibilities
* Support Research Managers to develop and deliver regular and customised customer research (quantitative and qualitative), using available tools to deliver impactful customer understanding in support of LBG's strategic priorities
* Manage and maintain a suite of prioritised customer survey programmes, measurement and insight outputs across customers, consumers, products, channels, journeys and relationships
* Contribute to the CX and Research Centre of Excellence / ways of working for customer experience research/ customer research across the Group, developing and sharing best practice approaches and intelligence
* Develop an understanding of industry / external advances in research, customer experience, adopt best practices and develop capabilities to maintain a best-in-class capability
* Understand all key risks and conduct necessary risk controls
Why Join Us
We’re investing billions in our people, places and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.
Qualifications
* Experience with both qualitative and quantitative research
* Two years experience in either a market research agency or a client-side market research team
* Experience doing consumer and/or business research
* Customer Insights – Understands and evaluates data regarding evolving customer experience, needs and interests, validating that their needs are being met.
* Handling Key Relationships – Understands and effectively maintains relationships with individuals or groups that have a vested interest in the outcome.
* Innovation and Strategic Vision – Actively keeps updated in advancements in customer research methodologies and technologies, using identified opportunities from others to unlock new possibilities in creating greater customer understanding and improvement action.
* Values and Behaviours – Thinks We not Me. Is outstandingly collaborative with peers and colleagues across teams and this is demonstrated through actions as well as words.
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
Diversity, Equity and Inclusion
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.
Benefits
* 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
* 28 days’ holiday, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
Ready to do the best work of your career? Apply today. Due to the high level of interest in this role, we may close the vacancy earlier than advertised. We’d encourage you to apply as soon as possible if you’re interested.
At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focussed 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 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.
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