Customer Services Major Initiatives - Senior Manager

End Date

Friday 19 December 2025

£76,194 - £89,640

Job Share

We're looking for a Customer Services Major Initiatives – Senior Manager to join our team. More info below!

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.

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.

• 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.

If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that shapes finance as a force for good helping Britain prosper. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.

• Embedding large-scale change within Financial Services…