Customer Journey Manager

End Date
Monday 11 March 2024
Salary Range
£56,421 - £62,690
We support agile working - click here for more information on agile working options.
Agile Working Options
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Job Description Summary
We are looking for a confident, collaborative and highly motivated Customer Journey Manager that has an agile mindset and a passion for optimising colleague experiences.
The ideal candidate will be a human-centred design thinker, with the ability to help shape and deliver the service and technology that supports the innovation of new colleague products and propositions.
This is a really exciting time to join the fast paced world of the People Platform as we transition into our new ways of working. In a truly energising environment you’ll see our real passion for delivering change at pace.
The feature team you will be joining is inclusive, fun and energetic - focussed on building new colleague experiences that enable all colleagues across the Group to thrive at work.
Job Description
JOB TITLE: Customer Journey Manager
LOCATION: Leeds, Halifax
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in one of our office sites above
About this opportunity
We're looking for a confident, collaborative and highly motivated Customer Journey Manager that has an agile mindset and a passion for optimizing colleague experiences.
The ideal candidate will be a human-centered design thinker, with the ability to help shape and deliver the service and technology that supports the innovation of new colleague products and propositions.
This is a really exciting time to join the fast paced world of the People Platform as we transition into our new ways of working. In a truly energizing environment you’ll see our real passion for delivering change at pace.
The feature team you'll be joining is inclusive, fun and energetic - focussed on building new colleague experiences that enable all colleagues across the Group to thrive at work. This role will support transforming how we engage with colleagues, simplify processes and enable them to more easily browse and transact on knowledge related queries.
About us
If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.
What you’ll need

• Proven ability to work in a fast paced, ambiguous and high growth environment
  
• Knowledge Management - Experience in and understanding of how colleagues want to access and transact on Knowledge Management
  
• Excellent Presentation Skills - Adept user of PowerPoint and promote customer experience initiatives.
  
• Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
  
• Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, planning and directing activities from start to finish to put the solution in place and communicate plan with all stakeholders.
  
• Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
  
• Strong Analytical and Quantitative Skills - You'll have an ability to use data and metrics to back up assumptions, recommendations, and drive action;
  
• Curious and Innovative - Be prepared to take calculated risks and adopt innovative approaches
  
• Inspire Others - Ability to collaborate with colleagues as well as taking accountability and ownership of their work.
  

About working for us
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 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.
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
  
• 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.