At a Glance
- Tasks: Lead the development of customer journey capabilities and enhance workflow experiences.
- Company: Join a leading UK bank committed to diversity and inclusion.
- Benefits: Generous pension, performance bonuses, 30 days holiday, and flexible working options.
- Other info: Dynamic environment with opportunities for growth and continuous improvement.
- Why this job: Shape the future of financial services with innovative technologies like AI.
- Qualifications: 5+ years in workflow automation and team leadership experience required.
The predicted salary is between 63000 - 77000 £ per year.
End Date Monday 24 August 2026 Salary Range £0 - £0 We support flexible working – click here for more information on flexible working options Flexible Working Options Job Share Job Description Summary , Job Description JOB TITLE: Lead Customer Journey Manager SALARY: Competitive LOCATIONS: Bristol / 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 one of our office sites.
Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
About This Opportunity Join our Client Experience & Data Platform team within Corporate & Institutional Banking (CIB), where you'll lead the development and evolution of a critical workflow capability powered by PEGA, ensuring it continues to meet the changing needs of colleagues, customers and the business.
You'll play a key role in shaping how colleagues and customers interact with our services, working across business and technology teams to simplify processes, improve experiences and support more efficient ways of working.
Leading a team responsible for governance and change delivery, you'll ensure business requirements are translated into effective solutions that align with business priorities, technology standards and risk requirements.
You'll also help shape the future direction of the capability, exploring how emerging technologies, including AI and intelligent automation, can enhance workflow outcomes.
Experience with PEGA would be advantageous, but we're equally interested in candidates with a strong track record of leading workflow automation, case management or technology-enabled change within complex organisations.
- Key Accountabilities
- Lead the development, support and ongoing evolution of CIB's core PEGA capability.
- Define priorities and guide delivery activity to ensure solutions continue to meet changing business, customer and colleague needs.
- Lead a team responsible for governance, configuration changes and capability enhancements.
- Work closely with Product Owners, Engineering and Architecture teams to translate business requirements into scalable solutions.
- Drive process simplification, automation and service improvements that enhance customer and colleague experiences.
- Ensure solutions are delivered in line with architecture standards, governance requirements and risk controls.
- Assess emerging technologies and capabilities, including AI and intelligent automation, to improve future outcomes.
- Provide leadership, coaching and expertise across the team while supporting capability growth and continuous improvement.
- What You'll Bring
- Significant experience leading workflow automation, case management, customer journey or technology-enabled change initiatives, with responsibility for shaping priorities, driving adoption and delivering measurable business outcomes (typically gained over 5+ years).
- Strong experience leading teams responsible for platform governance, configuration, change delivery and continuous improvement, while working across Product, Engineering and Architecture functions within a large or regulated organisation (typically gained over 5+ years).
- Ability to balance business needs, technical considerations and delivery priorities within a complex environment.
- Knowledge of workflow platforms, automation technologies and emerging capabilities such as AI.
- Strong communication and influencing skills, with the ability to build effective relationships across business and technology teams.
It Would Be Great If You Also Have Experience developing business cases and supporting investment decisions for technology or transformation initiatives.
Experience working within complex, regulated environments and balancing delivery, risk and control requirements.
Knowledge of process improvement methodologies and customer journey design techniques.
Understanding of platform standards, controls and governance frameworks that support scalable and resilient solutions.
Experience managing third-party suppliers and technology partners.
Experience supporting large-scale migrations, modernisation programmes or technology transformations.
Experience working with PEGA or similar workflow and automation platforms.
This Is A Place For You
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.
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.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.
And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers.
Just let us know what you need.
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
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.
#J-18808-Ljbffr
Lead Customer Journey Manager employer: Lloyds Bank plc
Lloyds Banking Group is an exceptional employer, offering a dynamic work environment in Leeds, Bristol, or Edinburgh, where you can thrive as an Analyst in BCB Credit Risk Modelling. With a strong commitment to diversity, equity, and inclusion, the company provides generous benefits including a pension contribution of up to 15%, flexible working options, and ample opportunities for professional growth and development, making it a rewarding place to build your career while contributing to meaningful financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Journey Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lloyds Bank plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lloyds Bank plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Journey Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lloyds Bank plc:Your cover letter is your chance to shine! Tell us why you want to work at Lloyds Bank plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lloyds Bank plc!
How to prepare for a job interview at Lloyds Bank plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
