Peter Johnson Email & Phone Number

Manchester, Gb

Manchester, United Kingdom

• Champions inclusivity across the Group to support our Helping Britain Prosper plan• Responsible for shaping and driving how we best support vulnerable customers online

Halifax, United Kingdom

The Offline Channels Active User Growth team is responsible for the growth of customer’s active online across retail, and digital acquisition from branch and telephony channels role is key to the success of the team.A critical part of this vision and achieving Lloyds Banking Group's plans will be to understand how to maximise the number digital conversations that take place between customers and colleagues either on the phone or in branch, and continually innovating.Key Accountabilities; • Shape, develop and bring to delivery initiatives to drive digital education and growth across the Offline Channels• Actively take ownership of projects agreed as part of team/ digital agenda. • Provide support to the Senior Manager on key strategic priorities • Develop longer term strategic priorities for area in conjunction with the business, using colleague and customer insight and industry benchmarking • Manage relationships with key business partners across the Group• Influence senior decision-makers to ensure the right decisions are taken at the right time • Keep track of digital growth market movements and competitor offerings and support the development of our Digital Growth vision • Identify and drive collaborative working opportunities across the Group to further increase digital education and digital growth

Halifax, United Kingdom

Digital Banking’s vision is to be a pioneer in digital relationship banking, recognised as the best in Europe in the use of digital technologies to serve and meet the needs of our Business customers. This includes; Internet, SMS and mobile. Creating customer recommendation whilst reducing overall cost to the business and creating opportunities to generate increased income. I'm part of a team focused on increasing the volume of Lloyds Bank and Bank of Scotland business customers who bank online or through the Mobile app.To deliver the growth objectives, changes and improvements across a wide range of areas that will support an increase in the volume of Business customers banking online. These areas will include website & marketing, process improvement, customer engagement & improved customer experience, colleague engagement & advocacy and MI capability. Key Responsibilities: •Identify opportunities to achieve the goals set.•Develop an ongoing Digital Business customer acquisition plan and support the delivery of the initiatives• Input and influence senior stakeholders on the strategy for Business Internet banking.• Lead the Business interactions between Digital, Branch and Connect to identify initiatives to increase the Business Digital customer base•Manage a budget and calculate benefits and ROI for activity•Develop usable and actionable insight to drive commercial decision making.

Digital Customer Satisfaction Manager• Create, develop & deliver key business improvement plans in order to achieve both the Divisional and Group Complaints target. • Manage complaint reduction deep dive workstreams focusing on key online journeys and delivering improvements and optimisation • Developing and Maintaining strong relationships with Offline channels to fully understand a Digital Customers End to End experience and identify opportunities to improve • Working collaboratively with Root cause analysis teams across the group to identify opportunities to reduce complaints • Delivery of an Insights plan to deepen our understanding of our digital customers and understand the opportunities for improvement in key metrics • Deliver ad hoc NPS & complaints customer feedback analysis to support the Digital business and ongoing digital growth agenda • Producing presentations for audiences at all levels • Influencing the future digital customer service target setting & wider strategy using data & insights • Working closely with Digital change and transformation teams to design customer centric propositions and mitigate complaint ris

Halifax

Accountabilities * Identify where service operational instability/inconsistency exists within Telephone Banking, Branch and Digital Channels, define, and deliver improvement initiatives to improve the business. Reduce failure demand, reduce complaints and increase customer service through identifying weakness and delivering effective solutions * Work with front line colleagues to deliver a continuous improvements culture change

Warrington, United Kingdom