JOB TITLE: Commercial Virtual Assistant Associate - Fixed Term Contract ending 31st December 2025
LOCATION: Primary location is Bristol. Edinburgh, Glasgow, Birmingham, Manchester and Leeds will also be considered.
HOURS: Full Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in one of our office hubs.
About the business
Lloyds Banking Group (LBG) is changing and responding to the rapid transformation of our sector, helping us to be the best bank for customers. We're embracing creative, agile and simpler ways of working to meet the constantly evolving needs of colleagues, customers, and our business.
Our Business and Commercial Banking (BCB) division serves business clients across a wide variety of sectors - from small businesses to multinational corporations. Many of the clients we support are household names, driving UK growth, and we've pledged to help the UK economy by supporting British businesses. Within BCB is our Digital Channels business, designed to deliver great end-to-end experiences for our clients across digital platforms.
About this opportunity
We’re transforming how we provide our clients with support in our secure app and desktop via our Virtual Assistant (VA). Support varies from providing guidance on changing a business address to making an international payment in our online channels.
The role is integral in ensuring our customers receive quality, accurate help by delivering great support when and where they need it. You’ll manage the content in our Business Mobile Banking App and Desktop Virtual Assistants, focusing on continual improvement, informed by regular and insightful measuring and reporting of performance. You’ll be focused on making data-led decisions, helping the team set up the reporting to achieve this, and proactively identifying opportunities to further improve how we support customers online.
Responsibilities include
* Reviewing customer virtual assistant interactions to identify areas for improvement, increasing customer satisfaction and user experience.
* Proposing optimization changes to drive virtual assistant success metrics (e.g., helpfulness score and abandonment rate).
* Gathering data and regularly reporting on performance, using insights to drive optimizations and shape the backlog/roadmap.
* Upgrading the virtual assistant’s look and tone of voice to align with the Lloyds rebrand.
* Collaborating with product managers to maintain an understanding of upcoming digital journey changes to ensure the VA is kept up to date.
* Collaborating with developers, communicating and sharing requirements, managing the VA’s build and deployments.
* Staying updated with the latest trends and advancements in AI and VA technologies.
What you’ll need
* Ability to build, maintain, and influence relationships with stakeholders in Commercial/Business Banking teams and beyond.
* Previous experience and motivation to continuously improve customer-facing journeys and overall customer experience.
* A proactive approach to finding new ways to improve and striving to develop your skills.
* Ability to make data-driven decisions.
About working for us
Our focus is to ensure we're inclusive every day and build an organization 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 organizations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. We especially welcome applications from under-represented groups.
We’re disability confident. If you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
If you’re excited by the thought of becoming part of our team, get in touch.
We’d love to hear from you!
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