End Date
Friday 19 December 2025Salary Range
£76,194 - £89,640We support flexible working – click here for more information on flexible working options
Flexible Working Options
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We're looking for a Customer Services Major Initiatives – Senior Manager to join our team. More info below!Job Description
Job title: Customer Services Major Initiatives – Senior Manager
Location: Edinburgh or Leeds
Salary: £76,194 - £89,640
Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About this opportunity:
We have an exciting opportunity for a talented leader to help build the Customer Services Operation of the future. You would be joining IP&I Customer Services (“CS”) at an exciting time as we embark on a major customer experience transformation journey delivering a market-leading service proposition by driving strategic change across the operation.
The role, suiting someone with a background in delivering operational change at pace, is central to this journey, reporting into the Head of Customer Service Excellence & Operational Optimisation and working closely with IP&I’s CS Director and wider IP&I Leadership to deliver:
Coordinate on behalf of CS where we need to support the landing of strategic initiatives into operations (e.g. embedding of Schroders Personal Wealth into wider CS landscape). Leading our teams in the day to day delivery of CS’s part in these strategic initiatives, liaising with wider colleagues to ensure the initiatives' land successfully and are fully embedded.
Monitor emerging trends, technologies, etc, identifying strategic opportunities (greater utilisation of AI, robotics, future tech, etc). Incubating (designing and proving) the top initiatives before rolling out to onshore and offshore partners to scale the benefits.
What you’ll be doing:
There are a series of strategic initiatives IP&I is running that have significant Customer Services (“CS”) components to their delivery. This role will lead the CS teams delivering these components.
Scoping and Design: Leading the CS delivery teams to define and agree each initiatives’ objectives, converting them into a defined scope, delivery structure, governance and controls, and roadmap to deliver CS’s components of the wider change.
Interlock: Foster a strong communication network across CS and IP&I’s Platforms (delivery centres) to ensure CS’s activities reaming interlocked throughout delivery.
Day to day delivery coordination for the delivery of each strategic initiatives, leading each team, setting the direction and prioritisation, monitoring progress, and resolving key issues.
MI & Reporting: Ensure appropriate monitoring is installed for each initiative, reporting progress and challenges to key forums and IP&I’s Leadership.
Strategic Opportunity Development
Market & Emerging Trend Scanning: Monitor the market (e.g. competitors, customer needs, and regulatory changes), emerging technologies, and industry trends to 1) ensure CS is making the right operational decisions and 2) identify and drive innovative solutions that drive CS in reaching our TOM.
Idea Generation: Lead the identification and analysis of new ideas that will help drive better customer service and operational efficiency e.g. utilisation of; AI, technology within wider Lloyds Group, etc.
Idea Incubation / Development: Select and prove the most promising ideas, completing small-scale proof of concept / prototyping ahead of passing (the successfully proved ideas) to delivery partners to scale-up the delivery.
Offshore and onshore scaling: Work with the Lloyds offshore development centre (LTC) and IP&I Platforms to deliver and scale the strategic opportunities that will best benefit customer experience and operational efficiency.
Why Lloyds Banking Group?
If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good helping Britain prosper. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.
What you’ll need:
Embedding large-scale change within Financial Services Operations / Customer Service
Managing complex programmes and navigating ambiguity to drive towards a vision
End-to-end delivery experience from initiation (initial sizing, objective design, etc) to post-go live warranty and closure.
Working with executive-level leaders on a day-to-day basis (Director/C-Suite)
Expert at scanning market trends and emerging technologies to inform strategic decisions.
Skilled in generating and analysing innovative ideas to boost customer service and operational efficiency, especially using AI and automation.
Proven ability to incubate and prototype new concepts, validating them before scaling up delivery.
It would also be useful if you had...
Strong communicator, able to translate insights into clear actions and engage executive leaders.
Agile leader, comfortable driving change and managing priorities in a fast-paced environment
Deep understanding of Financial Services operational processes and procedures
Strong knowledge of the UK financial services sector, including industry trends (Fin Tech), Gen AI usage in a servicing environment, regulatory landscape, competitive dynamics, and emerging trends.
Accomplished at managing multiple priorities and working effectively in a fast-paced, dynamic environment.
Ability to remain resilient and adaptable in a rapidly changing environment.
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 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.
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.