Customer Insight Manager

End Date

Thursday 10 April 2025

Salary Range

£59,850 - £66,500

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 Manager.

Location:  Manchester or Newport.

Salary & Benefits: £59,800pa to £73,000pa 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. Are you an outstanding analyst, Root Cause Analysis (RCA) specialist, exceptional storyteller, and leader, wanting to broaden your skills? Or perhaps you need some line management experience as your next step on your way to a senior manager role? Then come and explore this with us!

Want to hear more?

The Customer Insight Manager role in Transport sits within the Customer Insights & Analytics team, part of Transport  Experience & Insight team. Our team is an aggregation of a curious and diverse set of minds who work closely together and are passionate about understanding and championing our customers’ present and future needs.

About the Role 

Your role will be to lead a team of analysts and drive our insights agenda. Your core purpose will be to understand the true root cause of customer dissatisfaction and find opportunities to delight our customers. Practically this means finding opportunities to change our existing customer journeys, processes, and policies.

Your core responsibilities:

• Manage and deliver deep analysis through a Sprint mechanism, allocating and personally delivering analysis that is timely and meaningful, with clear take outs.

• Interrogate key customer performance metrics to find opportunities to remove customer harms, and delight.

• Supervise and take part into detailed root cause analysis and complaints thematics - delving deep into segment analysis.

• Monitor key CX metrics (NPS, Complaints, performance vs forecast) and investigate trends.

• Run post implementation reviews to assess impact of initiatives against expectations.

• Become a trusted advisor and a source of positive challenge to the Transport business. A key element of the role is maintaining a strong and independent view, solely based on facts and hard evidence. You will also need to be able influence and work jointly towards a shared outcome that results in improvements to our customers’ experiences.

• Coach your team to analysts to ensure adherence to strong data principles, and role-modelling of the FCA best practice for complaints Root Cause analysis.

About you

• You already have extensive analysis experience using a range of techniques: data manipulation through excel pivots or equivalent, data triangulation, forecasting, impact assessment, scenario building, trend tracking, hypothesis formulation and testing.

• You are confident operating in a highly data driven environment and communicating sometimes difficult messages across varied audiences, including very senior audiences, always adapting your style to both context and personalities but remaining evidence-based.

• You have an understanding of root cause analysis techniques such as Fish bone and 5 whys.

• Experience in Complaints Forecast / forecast techniques incl. enhancements and limitations would be an advantage.

• Ideally previous line management responsibilities but more importantly experience in coaching and inspiring others for high performance.

• We’re looking for a storyteller, able to articulate engaging insights to a range of audiences. You’ll enthuse and convince colleagues to take action thanks to compelling and evidence-driven stories. You’re able to flex your storytelling skills to an audience.

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…

• 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

• 30 days’ holiday, with bank holidays on top

• 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.