Commercial Virtual Assistant Associate, Lloyds
£43.8-48.7k
+ Annual performance-related bonus & Share schemes including free shares
2+ days a week in office
Retail and commercial bank
Job no longer available
Retail and commercial bank
1001+ employees
Job no longer available
£43.8-48.7k
+ Annual performance-related bonus & Share schemes including free shares
2+ days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- Experience in content configuration or conversational design within virtual assistants, automated support tools or digital products
- Confidence analysing customer interaction data and using insight to make evidence‑based decisions that shape the Virtual Assistant’s content roadmap
- Proven experience influencing or contributing to customer journey improvements across digital channels
- A strong interest in AI‑powered customer support, with the ability to refine scripts and optimise intent recognition to improve accuracy and personalisation
- A strong technical grounding to shape and drive the VA’s technical roadmap
- Ability to collaborate closely with developers, translating customer needs and business requirements into clear, actionable updates for the VA
- A proactive approach with natural curiosity, always seeking opportunities to enhance the VA’s performance and streamline online support
- In addition, you may be required to travel to London for quarterly team meetings, however we mostly do use teams to catch up
What the job involves
- We’re on a journey to transform how we provide our clients with support in our secure app and desktop via our Virtual Assistant (VA). Support varies from providing guidance on how to change a business address through to how to make an international payment in our online channels
- The role is integral in making sure our customers can get 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
- Ou’ll be focussed on proactively finding opportunities to further improve how we support customers online by making data-led decisions and shaping the technical roadmap of the Virtual Assistant, with the objective to drive personalisation and improve customer experiences and efficiencies using AI
- Review customers virtual assistant interactions to identify areas for improvement, increasing customer satisfaction and user experience
- Gather data and regularly report on performance, using insight to drive optimisations and shape the backlog/roadmap
- Shape the technical roadmap of the Virtual Assistant, to drive personalisation and improve customer experiences and efficiencies using AI
- Collaborate with product managers, maintaining an understanding of upcoming digital journey changes to ensure the VA is kept up to date
- Collaborate with developers, communicating and sharing requirements, managing the VA’s build and deployments
- Stay updated with the latest trends and advancements in AI, personalisation and VA technologies
Application process
- End Date: February 7, 2026
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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