Customer Journey Manager

Job Description Summary

JOB TITLE: Customer Journey ManagerSALARY: £57,546 - £75,780LOCATIONS: Bristol, Edinburgh, Halifax, Leeds, London

Job Description

We’re on an exciting journey and there couldn’t be a better time to join us as a Customer Journey Manager. We’re throwing out the rulebook on what we have done in the past and are changing at pace – which is where you come in.

The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive. We are committed to investing in the future, and over the next few years, we are embarking on an unbelievable transformative journey for our infrastructure, our customers, and your career.

Why should you join?

We have millions of customers that rely on our products and services every day. They rely on us to provide them with the best customer experience and journey every time they use us. This is why your role is so important! You will play a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. You’ll play a key role in making sense of insights and factoring it into prioritisation approaches and design choices.

Some of the other key things you’ll be doing are:

• Independently understand the end-to-end Customer Journey.
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the Customer Journey.
• Work with limited supervision and lead on Customer Journey and process maps (e.g Visio).
• Continually evaluate the effectiveness of the journey from a customer and business perspective.
• Display a continuous improvement mindset to your journey.
• Coordinate cross functional alignment on journeys and understand cross-functional context and build alignment as needed.

What you’ll need

We’re not looking for people that know all the answers. We’re looking for people that thrive on being given a problem and finding a solution. We’re looking for people who are comfortable when they need to say no; who aren’t afraid to challenge the status quo and push back on stakeholders who may be more senior.

There are some things we are looking for in you though:

• It’s essential that you are comfortable influencing, challenging and can articulate the product vision, provide updates, and address any concerns or inquiries across technical and business teams, and stakeholders.
• Demonstrate a deep understanding of customer-centric views and driving change in a complex organisation.
• Strong analytical skills to gather and interpret data; tracking key metrics and using data-driven insights to drive product improvements.
• Experience in end-to-end Customer Journey management or related change roles in a complex organisation.
• Ability to provide coaching and mentorship to team members, including guiding and supporting others in their professional growth within the organisation.
• Domain knowledge in financial services or regulated environments would be great, but not essential.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping, current accounts, mortgages and season ticket loans
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

No ordinary journey

We are currently going through a multi-billion-pound transformation at Lloyds Banking Group and as part of this, a career with us is no ordinary journey. The opportunities and experience available to you are unmatched. You’ll be at the forefront of change and will be part of something that impacts UK society as a whole.

We are building a team that embraces challenges and thrives in an environment where the answer isn't always clear. Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

We are hiring multiple vacancies for this role so will begin reviewing application from early April.

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.