Customer Engagement Analyst - FTC

End Date

Thursday 15 October 2026

Salary Range

£28,776 - £30,290

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

Flexible Working Options

Hybrid Working

Job Description Summary

see detail below

Job Description

JOB TITLE: Customer Engagement Analyst

LOCATION(S): Birmingham, Chester, Glasgow, Hove, Leeds, Manchester, Newport, Cardiff, Edinburgh, Halifax

HOURS: Full-time - 35 hours per week

WORKING PATTERN: You'll primarily work remotely in this role, giving you the flexibility to work from home. To support collaboration and connection with your colleagues, you'll need to be based within reasonable travelling distance of one of our hub locations and attend when required for business, team or customer needs.

About this opportunity

Want to play a key role in protecting customers and keeping financial crime out of the Bank?

You’ll join our Financial Crime Operations team, helping to protect customers and the business by completing important due diligence activity. Acting as a subject matter expert in On-Going Know Your Customer (OKYC), you’ll support both customers and colleagues while making sure we meet our regulatory commitments.

Day to day, you’ll:

• Carry out OKYC checks for Consumer Bank customers, supporting due diligence activity end-to-end
• Engage with customers and colleagues to explain requirements clearly and gather the right information
• Take an investigative approach, asking the right questions to fully understand account activity
• Support customers with different needs, including those who may be vulnerable, adapting your approach where needed
• Work closely with your team to continuously improve processes and ways of working
• Support across different activities, including mailbox management and wider team tasks when needed

What you’ll need

• Strong communication skills, with the ability to explain complex information clearly
• A customer-focused approach, showing empathy and good judgement
• Strong attention to detail and an investigative mindset
• The ability to plan and manage your workload effectively in a fast-paced environment
• A collaborative approach and willingness to support wider team activity

And any experience of these would be really useful

• Knowledge or experience of financial crime, fraud or regulatory processes
• Experience handling more complex or non-standard customer cases
• Understanding of policies, procedures or conduct risk

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident

Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Ready to make an impact? Apply today!

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.