At a Glance
- Tasks: Lead a team to shape customer journeys and enhance experiences in lending and credit.
- Company: Join a forward-thinking bank focused on transformation and innovation.
- Benefits: Generous pension, performance bonuses, share schemes, and 30 days holiday.
- Other info: Flexible working options and commitment to inclusivity for all applicants.
- Why this job: Make a real impact by improving customer outcomes and driving change.
- Qualifications: 5+ years in customer journey management and team leadership required.
The predicted salary is between 60000 - 80000 £ per year.
As a Lead Customer Journey Manager, you'll play a critical role in shaping our customer and colleague experience as part of the lending and credit transformation across Business & Commercial Banking. You'll lead and develop a team of journey specialists while being accountable for shaping and delivering end-to-end colleague journeys that enable the fastest, simplest and most effective customer outcomes. You'll own end-to-end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment. You'll translate customer outcomes into intuitive workflows and journeys, enabling Relationship Managers, Credit teams and operational colleagues to deliver consistently high-quality results. Working closely with Product Owners, Engineers and cross-functional teams, you'll bring journey vision to life. Balancing experience, risk and technical constraints while driving delivery through to outcomes. Operating across a complex lending environment, you'll align various systems and partners, using data and insight to continuously improve performance.
Qualifications and Experience
- 5+ years' experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation
- Confirmed experience leading and developing teams, driving performance and delivering through others
- 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 senior 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
Desired Experience
- Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities
- Experience of customer journey delivery within technology platforms, with knowledge of engineering practices
Benefits
- 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
EEO and Accessibility
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. 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.
Lead Customer Journey Manager in City of Westminster employer: Lloyds Banking Group
As a Lead Customer Journey Manager, you will thrive in an innovative and supportive environment that prioritises both customer and colleague experiences. Our company offers a generous benefits package, including a substantial pension contribution, performance-related bonuses, and flexible working arrangements tailored to your lifestyle. With a strong focus on employee growth and development, you'll have the opportunity to lead a dynamic team while driving meaningful transformation in the lending and credit space.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Journey Manager in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lloyds Banking Group. 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 Banking Group 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 in City of Westminster
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 Banking Group:Your cover letter is your chance to shine! Tell us why you want to work at Lloyds Banking Group 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 Banking Group!
How to prepare for a job interview at Lloyds Banking Group
✨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.
