At a Glance
- Tasks: Lead the design and optimisation of customer journeys across teams.
- Company: Join Lloyds Banking Group, a leader in finance for good.
- Benefits: Generous pension, performance bonuses, 30 days holiday, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent development opportunities.
- Why this job: Make a real impact on customer experiences while growing your career.
- Qualifications: Experience in workflow management and strong coordination skills required.
The predicted salary is between 72702 - 80780 £ per year.
This is a 12-month fixed-term opportunity (or internal secondment) to provide maternity cover. The CJM leads the design, optimisation and delivery of end-to-end customer journeys across business, product and engineering teams.
As a Customer Journey Manager, you’ll lead the design, optimisation and delivery of end-to-end customer journeys, working collaboratively across business, product and engineering teams.
Your key responsibilities will include:
- Owning the end-to-end customer journey, including process maps and requirements.
- Translating business needs into clear, prioritised deliverables.
- Defining management information and reporting requirements to support effective decision-making.
- Managing the workflow backlog and roadmap, balancing customer value, risk and service stability.
- Using management information, incidents and feedback to find opportunities for improvement.
- Prioritising configuration and development changes in line with business needs.
- Coordinating delivery across business, product and engineering teams.
- Managing dependencies, priorities and stakeholder expectations to keep delivery on track.
- Leading end-to-end change delivery and rollout.
- Leading the user acceptance testing approach, execution and sign-off.
- Developing clear communications, training and adoption activity.
- Monitoring workflow performance and supporting ongoing service improvements.
- Maintaining the control environment and supporting documentation.
- Leading release and lifecycle management activity.
- Ensuring workflows remain controlled, sustainable and fit for purpose.
What we’re looking for:
- Experience of owning workflow outcomes across the delivery lifecycle.
- Confidence using management information, data and feedback to shape priorities and identify improvements.
- Evidence of leading business-led change delivery, including user acceptance testing, communications and adoption activity.
- Strong coordination skills, with the ability to work across delivery, service and governance priorities.
- The ability to translate business needs into clear requirements and prioritised deliverables.
- Experience of working collaboratively across business, product and engineering teams.
- A clear focus on delivering controlled, sustainable outcomes for customers and colleagues.
And any experience of these would be great:
- Experience of owning or running PEGA workflows.
- Experience of backlog and roadmap management.
- An understanding of workflow configuration, release management or lifecycle management.
- Experience of working within a regulated environment.
- Knowledge of CIB customer journeys, products or services.
We know that phenomenal 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. We’re committed to creating an environment where everyone can thrive, learn and develop.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.
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 to make an impact? Apply today.
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.
Customer Journey Manager (12 Months Fixed Term Contract) in London employer: Lloyds Bank
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Fort William. With a strong focus on employee growth through our Skill Progression Framework, we provide ample opportunities for career advancement while ensuring a healthy work-life balance with flexible working options. Our comprehensive benefits package, including generous pension contributions and wellbeing initiatives, reflects our commitment to the well-being of our colleagues, making us a great place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Manager (12 Months Fixed Term Contract) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lloyds Bank.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lloyds Bank. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Journey Manager (12 Months Fixed Term Contract) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lloyds Bank.
How to prepare for a job interview at Lloyds Bank
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lloyds Bank's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lloyds Bank offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
