Customer Journey Manager

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End Date Thursday 11 July 2024 Salary Range £57,546 - £63,940 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary . Job...

End Date

Thursday 11 July 2024

Salary Range

£57,546 - £63,940

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

Flexible Working Options

Hybrid Working

Job Description Summary


Job Description

JOB TITLE: Customer Journey Manager


SALARY: £57,546 - £64,000

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 Dundee office.

About this opportunity

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!

As a Customer Journey Manager (CJM) within the Customer Waterfront Lab, you’ll play a key role in product development; working alongside Product Owners and the broader product and features teams to understand, map and measure customer journeys with a focus on digital technology and integrating features across functions.

The CJM plays a leading role in interpreting myriad sources of customer insight and factoring this into prioritisation and design choices. Responsible for understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for the strategic continuous improvement of their journeys and for orchestrating across functional boundaries to ensure journey effectiveness.

What will you be doing?

  • Analyse, map and improve end-to-end customer journeys. Work with limited supervision to lead on mapping customer journeys (e.g. Figma) and process maps (e.g. Visio).
  • Integrate and interpret insights and knowledge from disparate data, processes and systems which are relevant to the customer journeys.
  • Continually evaluate the efficiency of journeys from a customer, commercial and technology perspective. Actively seek feedback, analyse metrics, and implement improvements to evolve customer journeys over time.
  • Identify key data requirements, attributes, business rules and validation to ensure safe and secure access to product details and transactions through digital channels.
  • Supporting Product Owners to better understand the business objectives and changes required from inception through design, build and test, and into delivery. Display a continuous improvement approach.
  • Understanding a wide range of products, services, applications, and business problems; critically evaluating issues and ideas from both a customer and commercial point of view, with clear alignment to the Lab and Platform purpose and Group Strategy.
  • Understand cross-functional context and coordinate alignment on multiple journeys to shape customer needs, achieve consensus and deliver positive outcomes.

Why Lloyds Banking Group?

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.

What you’ll need

We’re looking for people that thrive on identifying problems and working collaboratively to find solutions. People who are comfortable when they need to say ‘no’, who aren’t afraid to challenge the status quo and push back on partners who may be more senior.

  • Experience in end-to-end customer journey management or related change roles in a complex organisation.
  • Modelling skills. Develop, define and document ‘As Is’ and ‘To Be’ process models and data definitions.
  • Strong analytical skills to bring together and interpret data; supervising key metrics and using data-driven insights to drive product improvements.
  • It is important that you're comfortable influencing and challenging, and can articulate the product vision, provide updates, and address any concerns or inquiries across technical and business teams, and stakeholders.
  • A dynamic and adaptable individual, able to use and learn new skills and knowledge in varying circumstances. A natural facilitator and decision-maker, you'll enable collaboration across all fields within the Lab.

What else could you bring to the role?

  • Proven experience in financial services and digital product development would be extremely beneficial.
  • Exposure to systems thinking.
  • Experience of agile change delivery.
  • Experience of user story creation, development, and refinement in a digital development environment.

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

If you’re excited by the thought of becoming part of our Colleague Propositions team, get in touch. We’d love to hear from you.

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.

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