Customer Journey Manager (12 Fixed Term Contract) in London

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

Salary Range: £72,702 - £80,780

Location: London

Hours: Full-time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your 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.

What you’ll be doing:

• The Customer Journey Manager (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.
• 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 leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme.

What we’re looking for:

• Background in customer and market research & analysis capabilities to transform end to end customer experience from a data driven mindset.
• 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation.
• Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions.
• Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement.
• Excellent stakeholder management and influencing skills, with experience engaging stakeholders across business, risk and technology.
• Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams.

And any experience of these would be great:

• Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities.
• Experience of customer journey delivery within technology platforms, including supporting engineering practices.
• Customer-led delivery.
• Experience of designing and mapping customer journeys.
• Data-led decision making.
• Technical expertise relevant to the role.
• Customer and market research & analysis capabilities.
• Creativity.
• Product mindset.
• Proven User experience design skills.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

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 provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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.