Service Delivery Manager responsible for delivering Microsoft Teams Rooms and UC managed services. Ensuring contractual commitments and improving customer collaboration experiences.
About the role
- Customer Journey Manager at Lloyds Banking Group driving insights and improvements. Engaging with colleagues to ensure meaningful experiences across products and services while advocating for their voice.
Responsibilities
- Champion the Voice of the Customer —bringing colleague feedback, sentiment, and lived experience into every conversation
- Conduct direct research with colleagues to understand their needs, struggles, and aspirations
- Facilitate workshops and co-create solutions with stakeholders
- Coordinate cross-functional alignment and delivery planning
- Influence design and product decisions to reflect colleague needs
- Track KPIs and measure experience effectiveness
- Find opportunities for continuous improvement and innovation
Requirements
- Experience in customer experience, service design, or product development
- Strong analytical skills and ability to interpret user data
- Confidence to challenge and influence decisions across teams
- Familiarity with human-centred design and agile ways of working
- Excellent communication and stakeholder engagement skills
- A deep passion for listening to and amplifying the Voice of the Customer—our colleagues
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
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
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