Customer Experience Data and Insight Assistant Manager

Job description

**End Date** Sunday 16 August 2026 **We Support Flexible Working – Click here for more information on flexible working options** **Flexible Working Options** Hybrid Working **Job Description Summary** Customer Experience Data and Insight Assistant Manager – Grade D Years of Experience: 4-8 Years Location: Hyderabad Work for Lloyds Technology Centre who are part of Lloyds Banking Group, the UK's largest digital bank, where you’ll make a genuine difference, be able to develop yourself and be part of a culture where everyone's contribution is recognised. Opportunity to be a part of a mission; shaping finance as a force for good - Lloyds Banking Group’s mission is to create a sustainable and inclusive future for people and businesses, shaping finance as a force for good. We, at Lloyds Technology Centre, play a key part in delivering this\\*. We are also guided by our values in shaping the way we work and how we make decisions. This creates an environment where colleagues love to work and can make a positive impact. Range of exclusive benefits and rewards - We value your contributions and will ensure that your total reward experience reflects the expertise you bring and impact you create. We also strive to provide a holistic proposition that meets your wellbeing needs. Our total reward practices help us create an ecosystem where you can thrive, ensuring your essential needs are met so you can focus on your personal growth and future success. Career elevating opportunities - At Lloyds Technology Centre, you will be empowered to take charge of your career journey through personalized career mentorship from experienced mentors, leadership development programs, and stretch assignments. You will be able to access opportunities for continuous learning and exposure to new experiences through job shadowing and cross-functional collaboration on projects. Future skill building opportunities – Being part of Lloyds Banking Group, who are known for their market leading practices in learning and development, Lloyds Technology Centre is committed to help you achieve your personal and professional aspirations. You will have access to role specific learning pathways & training, targeted accelerated development programs and professional certifications & qualifications. Inclusive and diverse workplace - At Lloyds Technology Centre, you will be part of an inclusive workplace where everyone feels valued, respected, and empowered. We embrace and celebrate diversity at every level of our workforce, valuing and respecting you for your unique identity. **Job Description** - **About the Role** We have a fantastic opportunity for a motivated Data & Insight professional to provide services to IP&I’s Custome r Experience and Customer Value Management team s , working in close collaboration with the onshore UK team s . The IP&I Customer Experience Team is responsible for understanding, amplifying and acting on the Voice of the Customer. Customer feedback comes in many different forms from complaints, Trustpilot reviews, Consumer Duty outcomes and our customer feedback surveys. Th is role will provide support through managing our customer feedback data insight stack, supporting the development of new tools and techniques to provide insight and analytics. The key purpose is: - **Support the delivery of** **customer experience insights.** You’ll help support delivery of customer insight capabilities, enabling IP&I stake holders to make informed decisions, ensuring customer experience and outcomes remain at the heart of prioritisation and delivery. - **Support the** **Customer Experience insight programme:** supporting our internal customer surveying programme to run smoothly. This responsibility is end to end including data ownership, risk and control and effective self-serve insights - **Support Customer Lifecycle Management;** supporting the delivery of effective customer journey measurement across IP&I working with the platforms to ensure the identification of key indicators to monitor the customer experience. - **Support the wider Customer Value Management team:** You’ll provide analytical and insight support to the wider CVM team on strategic initiatives . These projects will vary in scale and complexity over time. **Key Responsibilities** **Support the delivery and maintenance of key insight tools, including:** - **Support** **internal customer feedback programme –** Across all our customer journeys we regularly survey customers to get feedback on our customer journeys. You’ll ensure surveys are executed in line with agreed processes , , maintain our self-service analytics tools to allow platforms to access customer insight and provide insight to senior leaders in IP&I articulating common themes that should be prioritised to improve experience - **Maintain insight self-service tools:** In addition to running the customer feedback tools, you’ll be responsible for ensuring that our ‘insight stack’ runs effectively. This means bringing and maintaining a collection of insight portals/BI dashboards together to ensure there is a single view of insight and action, often referred to as a ‘Golden Thread’ of insight. - **Trustpilot insight:** You’ll have a key role to play in working with the Trustpilot analytics system, to provide a simple view of performance, insight and performance storytelling. - **Help transform how we think about customer insight:** We are at the early stages of a journey of transforming how we think about customer insight. We want to focus on ensuring we have the right insight at the right time in the customer journey. You’ll contribute to the development of a data led solution to measure what customers **Experience** (what they say) **Behaviour** (what they do) and **Value** (What they achieve). This will include the development of AI tools which will provide a voice of the customer in every decision we make. - **Tra