Customer Journey Manager (FX E-Trading team) in London

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Flexible Working Options: Hybrid Working, Job Share

Play a key role in our FX E-Trading growth by shaping end-to-end trading journeys, using your front office experience, FX expertise and data insight to deliver meaningful improvements for clients.

About this Opportunity:

We're looking for a Customer Journey Manager (CJM) to join the Sales and Trading Lab as part of the FX E-Trading team. This role will play a key part in shaping the next phase of our eFX growth strategy. You'll combine deep knowledge of FX trading workflows and client needs with analytical capability to define and deliver improvements across our electronic trading stack. The CJM plays a crucial role in product development; assisting the Product Owner and the broader team in understanding, measuring and orchestrating Customer Journeys across our FX E-Trading platform.

What you’ll be doing:

• Independently understand the end-to-end journey for our FX products and their delivery to customers via external trading venues.
• Ability to challenge current thinking, bring external perspective and actively shape the evolution of our eFX offering.
• Direct team’s work efforts towards customer outcomes and use data and experience to identify customer needs, and work with Product and Engineering to shape, prioritise and deliver journey improvements.
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Work with limited direct supervision and lead on Customer Journey and process maps (e.g. Visio).
• Continuously assess and improve the journey from both customer and business perspectives.
• Coordinate cross functional alignment on journeys and understand cross-functional context to build alignment as needed.

Why join us?

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.

What we’re looking for:

• Experience working with FX e-trading platforms such as SmartTrade, Barracuda, Murex, or similar systems.
• Good understanding of FX products and derivatives, including how trades are priced, executed, and managed through the lifecycle.
• Experience working across business and engineering teams to define and improve end-to-end customer or colleague journeys.
• Background in a front office environment, working with Sales, Trading or Algo teams, and engaging with partners such as trading venues, Product Control, Compliance or Audit.
• Ability to utilise data to understand customer journeys and identify where improvements can be made; experience using data tools or AI is helpful.
• Understanding of working in a regulated Markets environment, with awareness of risk, control, and conduct requirements.
• Comfortable working with a range of partners and building alignment to deliver better customer outcomes.
• Ability to break down complex processes and represent them clearly through journey or process maps.

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 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.

Ready for a career where you’ll learn and thrive? Apply today and find out more.

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.