Commercial Virtual Assistant Associate - Fixed Term Contract ending 31st December 2025

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 or 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 make a difference to the constantly evolving needs of colleagues, customers and our business.

Our Business and Commercial Banking (BCB) division have 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 helping British businesses. Within BCB is our Digital Channels business, which has been built to design and deliver great end to end experiences for our clients across digital.

About this opportunity

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. You’ll be focussed on making data-led decisions, helping the team set up the reporting to make this happen and proactively identifying opportunities to further improve how we support customers online.

Responsibilities include

• Review customers virtual assistant interactions to identify areas for improvement, increasing customer satisfaction and user experience
• Propose optimisation changes to drive virtual assistant success metrics (e.g. helpfulness score and abandonment rate)
• Gather data and regularly report on performance, using insight to drive optimisations and shape the backlog/roadmap
• Upgrade the virtual assistance’s look and tone of voice to align with the Lloyds rebrand
• 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 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
• Always trying to find new ways to improve what we do and striving to continually develop your skills to do so
• Ability to make data driven decisions and proactive in your approach

About working for us

Our focus is to ensure we're inclusive every day, and build 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 under-represented groups.

We’re disability confident. So 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!