Digital Comms Performance Assistant Manager (12-Month FTC)

Location: London, Leeds, Bristol, Halifax, Birmingham

Duration: 12-Month Fixed-Term Contract

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.

Agile Working Options: Hybrid Working

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 customers across Lloyds Bank, Halifax, Bank of Scotland and MBNA.

About this opportunity

This position is available as a 12-Month Fixed-Term Contract, where 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!