Customer Decisioning SME

End Date

Wednesday 19 March 2025

Salary Range

£86,964 - £102,310

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

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Job Description

JOB TITLE: Customer Decisioning SME

SALARY: The salary banding for this role is £90,440 - £106,400

LOCATION: Bristol

HOURS: 35 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're on a journey to build the bank of the future, and we need your help!

Customer Decisioning sits at the heart of the Personalised Experiences and Communications (PEC) platform, developing the tools, processes and operating model to deliver truly personalised communications for our customers.

There is an exciting opportunity to join the team as a Customer Decisioning SME, responsible for deploying world class capabilities to transform the way we decision customer experiences.

What will I be doing?

• As an SME for customer communications, decisioning and experience optimisation, you’ll promote data science excellence and lead the development and implementation of machine learning solutions to deliver market leading decisioning and personalisation capability.

• As an experienced leader you’ll not only lead a growing team of experienced data scientists deployed across the Customer Decisioning lab, but you’ll be responsible for leading the transformation of our decisioning capability

• Establishing strong relationships with a broad range of business and technical partners from across the organisation to understand business and customer needs and translate them into decisioning solutions

• Own and continually improve upon our current approaches for tackling common ML use cases - e.g., price optimisation, time-series forecasting, reinforcement learning agents for policy optimization, Gen AI applications, model monitoring, etc.

• Steer the Decisioning team and help it address more complex problems that require new approaches to be introduced. Manage the delivery of proofs-of-concept that demonstrate these new capabilities

Why Lloyds Banking Group

From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

What you’ll need

• Leadership and the ability to deliver change are most important, so you don’t need tonnes of experience as a data science practitioner, but you’ll need to have a shed loads of experience building and leading teams of data scientists and delivering transformational change.

• Understanding the value of what we’re doing is key, so you’ll have a strong measurement background and a proven track-record of leading teams that deploy models that delivery demonstrable business and customer value.

• An absolute domain expert on decisioning optimisation and how decisioning can be deployed to deliver brilliant business and customer outcomes.

• Not everyone knows as much about decisioning and data science as you, so you’ll need a strong ability to translate data science methods and results for nontechnical audiences

• A pragmatic, "keep it as simple as possible, but no simpler" attitude to your work and designs.

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 underrepresented 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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.