Customer Journey Manager

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End Date Thursday 01 August 2024 Salary Range £38,295 - £42,550 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 01 August 2024

Salary Range

£38,295 - £42,550

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: £38,295 - £42,550 DOE

Location: Edinburgh

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 office location.

About this Opportunity

The CJM plays 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. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The Customer Journey Manager 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 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 along with meeting and conducting interviews with customers.

About us…

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll do…

This role will position you as the centre of the Platform evolution journey and give you a chance to help shape it and deliver against its objectives.


  • Independently understands the end-to-end journey.

  • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.

  • Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)


  • Continually evaluates the effectiveness of the journey from a customer and business perspective.

  • Displays a continuous improvement mindset to their journey Orchestration.

  • Coordinate cross functional alignment on journeys.

  • Understand cross-functional context and build alignment as needed.

What you’ll need…

  • 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, and planning and directing activities from start to finish to put the solution in place. Communicates 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.

Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would 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

Ready for a career where you can have a positive impact as you learn, grow, and thrive? Apply today and find out more.

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.

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