Customer Journey Manager

Our Mission

We're on a journey to build the bank of the future, and we need your help. We're continuing our extensive data transformation programme, redefining what a bank is from the inside out. Become part of our diverse team where you'll impact the lives of more than 26 million customers through brands including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows.

Why we're doing this?

We're committed to Help Britain Prosper and become the best bank for customers. As part of this, we're redefining our data and digital capabilities, providing customers with personalised, simpler, continuous interactions across online, mobile and branches. Our digital platforms (public website, mobile & tablet app, and internet banking website) are where the majority of customer and colleague interactions with the bank take place. They are becoming increasingly sophisticated with the introduction of public API's, growing numbers of devices to access them from and evolving operating systems.

About this Opportunity

We're looking for a Customer Journey Manager (CJM) to work in our SWIFT Lab where we enable customers to transact cross-border payments safely and efficiently. We ensure compliance of existing applications and drive innovation to transform the customer product and the colleague experience, facilitating the transfer of £2.6m every second of every day through the UK economy. Our Lab sits in the Payment Services Platform (PSP), where our mission is to provide compliant and efficient payments capabilities for the Group and help customers to move money confidently, quickly, and securely.

You'll play a role in product development, assisting the Product Owner & the product team in understanding, measuring & orchestrating Customer Journeys with a focus on technology and integrating across functions. Alongside the rest of the team, the CJM plays a key role in making sense of this insight and using it in prioritisation and design choices.

In joining us you'll:

• Understand the end to end Customer Journey using appropriate analysis techniques.

• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer, technology or business journey.

• Creating Customer Journey and process maps (e.g. Visio), documenting both technology and business journeys.

• Continually evaluate the effectiveness of the journey from a Customer, technology & business perspective.

• Display a continuous improvement approach and co-ordinating cross functional alignment on journeys.

• Understand cross-functional context and build alignment on customer, technology and business journeys as needed.

• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.

What You'll need

• Problem Solving & Analytical skills - Takes action to implement the best solution, planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.

• Stakeholder Management - Develops and improves relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading partners to consider alternative views.

• 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.

And the following would be really useful

• Domain Knowledge - SWIFT / ISO 20022 Messages / Swift Payment Gateways / UK & European Payment flows.

• Encouraging collaborative, empowered teams, championing them to take ownership of the relevant outcomes.

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 performance-related bonus

• 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!