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- Tasks: Shape customer experiences and optimise journeys using data-driven insights.
- Company: Join Lloyds Banking Group, a leader in UK Financial Services.
- Benefits: Generous pension, performance bonuses, 30 days holiday, and flexible benefits.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact on customer satisfaction while growing your career.
- Qualifications: Experience in designing customer journeys and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
Join our dynamic team and play a pivotal role in shaping the future of our customer experiences. At Lloyds Banking Group, we support Direct to Customer Execution only investment and pensions business, providing top-notch products across our well-known brands including Lloyds, Halifax, Bank of Scotland and Scottish Widows. Our team uses agile methodologies to deliver value iteratively, aligning with our purpose of Helping Britain Prosper. By collaborating with colleagues in Product, Design and Engineering, we ensure that our customer journeys are seamless and effective.
As a Customer Journey Manager, you'll be at the forefront of understanding and optimising the end-to-end customer experience. Your role will involve continuous improvement of customer journeys, ensuring that the needs of both internal and external customers are met. You'll work across functional boundaries to orchestrate effective journeys, using data and management information to drive significant benefits for our customers. Your efforts will help us deliver outstanding customer results and contribute to the overall success of our initiatives.
Responsibilities:- Represent the voice of the customer, deeply understanding their journey and ensuring their needs are met.
- Build detailed customer journey maps to communicate information concisely and cultivate a shared vision.
- Ensure customer journeys are well-documented and accurately translated during the build phase.
- Use data and management information to identify areas for improvement and drive significant benefits.
- Collaborate with the product owner to shape the roadmap, aligning it with customer and business needs.
- Build a CJM community within Stockbroking to deliver a consistent end-to-end experience for customers.
Our ambition is to be the top tier 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.
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
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.
Customer Journey Manager employer: Lloyds Banking Group
Contact Detail:
Lloyds Banking Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Lloyds Banking Group on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Journey Manager role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for your interview by practising common questions related to customer journey mapping and agile methodologies. Use real-life examples from your experience to showcase your skills. We want to see how you can bring value to our team!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data insights to improve customer journeys in the past. This is key for the Customer Journey Manager role, so make sure you highlight your successes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our mission to help Britain prosper.
We think you need these skills to ace Customer Journey Manager
Some tips for your application 🫡
Know Your Customer Journey: Before you start writing, take a moment to really understand the customer journey. Think about how your experience aligns with the role of a Customer Journey Manager and be ready to showcase that in your application.
Tailor Your Application: Make sure to tailor your CV and cover letter to highlight your relevant experience in UK Financial Services, especially in Pensions and Investments. We want to see how your skills can directly contribute to our mission of helping Britain prosper.
Show Off Your Data Skills: Since data is key in this role, don’t shy away from showcasing your analytical skills. Include specific examples of how you've used data insights to improve customer journeys or product performance in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Journey Inside Out
Before the interview, dive deep into understanding customer journeys, especially in the context of UK Financial Services. Be ready to discuss specific examples of how you've designed and improved customer journeys, particularly in Pensions and Investments.
✨Showcase Your Analytical Skills
Prepare to demonstrate your strong analytical skills by bringing examples of how you've used data insights to drive improvements. Think about metrics or case studies that highlight your ability to identify areas for enhancement in customer experiences.
✨Familiarise Yourself with Agile Methodologies
Since the role involves agile change delivery, brush up on your knowledge of agile methodologies and tools like JIRA. Be prepared to discuss how you've successfully delivered change across the full lifecycle while adhering to governance principles.
✨Collaborate and Communicate Effectively
Highlight your experience in leading workshops and stakeholder meetings. Prepare to share how you've influenced and challenged constructively to protect product vision, ensuring that you can represent the voice of the customer effectively.