Lead Customer Journey Manager (Lead Business Analyst)

End Date
Wednesday 24 April 2024
Salary Range
£0 - £0
We support flexible working - click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description Summary
JOB TITLE: Lead Customer Journey Manager
LOCATIONS: Edinburgh or London
HOURS: Full time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Edinburgh location.
SALARY RANGES:
Edinburgh: £73,262-£86,190
London: £86,964-£102,310
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.
The CJM plays a crucial role in product development; working with 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. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for the strategic continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
The CJM may also have team management and line management responsibilities, contributing to the broader performance of the lab/ platform.
Job Description
Role responsibilities:

• Confidently understands end to end journey and relevant competitor landscape/best in class standards
• Independently integrates insights and knowledge from disparate data, processes and systems which are relevant to the Customer Journey
• Leads on Customer Journey and process maps (e.g Visio) Optimise:
• Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work
• Role models a continuous improvement mindset Orchestration:
• Coordinates and provides guidance for cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Displays leadership characteristics in line with the business‘s core values
• Coaches, supports and develops Customer Journey Managers to achieve personal and business objectives
• Acts as a point of escalation for Customer Journey Managers
• Effectively manages team performance
• Manages the development and/or operation of knowledge management system with guidance from senior colleagues.
• Analyses key themes using data from a wide range of sources and identifies possible impacts on the business.
• Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects or a workstream within the organisation's change management programme with guidance from senior colleagues.
• Develops and/or delivers a plan for a specific area of responsibility by managing others.
• Uncovers emerging issues and/or needs and identifies potential causes, related issues, key stakeholders and barriers.
• Sets medium term objectives and takes responsibility for implement a team's performance management systems with guidance from senior colleagues.
• Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.
• Meets the needs of significant customers related to a range of products and services and/or manages a customer advisor team over a given area.
• Manages the definition, development, and/or delivery of a significant product or service of the organisation's development/engineering programme and offers to ensure alignment with customer requirements, and/or manages a medium-size product development/specialist team.
• Takes responsibility for implementing a team's formal development framework with guidance from senior colleagues, while informally coaching others throughout the organisation in area of expertise and pursuing and investing in opportunities for own personal development.
• Manages the development and/or delivery of an element of the organisation's strategic planning.

Requirements:

• Experience working in SAAS product design and development, ideally with experience of requirements gathering & elicitation for Salesforce related technology platforms.
• Experience in business analytics, product design and customer road mapping.
• Strong experience in Jira and Confluence applications.
• Experience in large technical implementation programmes or projects within a heavily regulated environment.
• Experienced collaborator. Confirmed ability to influence multiple internal relationships to ensure progression of key business decisions. Adept communication skills to communicate complex messages and tell a compelling story - using these skills to anticipate challenge to resolve complex issues and conflicting requirements.
• Line management, coaching and mentoring skills and experience across feature teams.
• Have the customer in mind with a focus for delivering high quality journeys and customer experience through product development.
• Proven track record in engaging & developing strong relationships all levels of the hierarchy.

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.