At a Glance
- Tasks: Design and improve customer experiences, connecting insights with delivery for meaningful journeys.
- Company: Join Lloyds Banking Group, a leader in diversity and inclusion.
- Benefits: Generous pension, performance bonuses, flexible benefits, and 28 days holiday.
- Other info: Hybrid working model with a supportive community of over 20 Customer Journey Managers.
- Why this job: Be a voice for 60,000+ colleagues and drive impactful change.
- Qualifications: 2+ years in customer experience or related fields, strong analytical and communication skills.
The predicted salary is between 40824 - 45360 € per year.
Salary: £40,824 - £45,360
Location(s): Leeds and Halifax
Hours: Full-time
Working Pattern: Hybrid (at least two days per week or 40% of time in office). Employees with disabilities can receive workplace adjustments, including flexible working.
What you’ll be doing:
At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll support the design and improvement of experiences that matter—connecting insight, design and delivery to help create journeys that are meaningful, efficient and colleague-led. You’ll join a 20+ strong community of Customer Journey Managers—a supportive, like-minded group brought together by a shared passion for insight-led change, collaboration and improving colleague experience across the Group. You’ll be a passionate advocate for the Voice of the Customer—our 60,000+ colleagues. You’ll help ensure their needs, frustrations and aspirations are heard, understood and reflected in change. You’ll be encouraged to ask questions, challenge assumptions and continuously learn. Working closely with Product Owners, Engineers and colleagues across our platform teams, you’ll help shape colleague experiences across our products and services, ensuring decisions are grounded in insight and deliver real value to our internal customers.
- Champion the Voice of the Customer, bringing colleague feedback, sentiment and lived experience into conversations
- Conduct direct research with colleagues to understand their needs, struggles and aspirations
- Facilitate workshops and co-create solutions with stakeholders
- Coordinate cross-functional alignment and delivery planning
- Influence design and product decisions to reflect colleague needs
- Track KPIs and measure experience effectiveness
- Identify opportunities for continuous improvement and innovation
Why join us:
We’re transforming at pace, investing billions in our people, data and tech to meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.
What we’re looking for:
- 2+ years’ experience in customer experience, service design, product, change or a related field
- Strong analytical skills and the ability to interpret user data and insight
- Confidence to challenge ideas and influence decisions across teams
- Familiarity with human-centred design and agile ways of working
- Excellent communication and stakeholder engagement skills
- A deep passion for listening to and amplifying the Voice of the Customer—our colleagues
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 in which everyone can thrive, learn and develop.
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
- 28 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Customer Journey Manager (12-months FTC) in Edinburgh employer: Lloyds Banking Group
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and well-being. As a Customer Journey Manager in Leeds or Halifax, you'll benefit from a hybrid working model, generous pension contributions, and a commitment to diversity and inclusion, all while collaborating with a passionate team dedicated to enhancing colleague experiences. Join us in shaping meaningful journeys for our 60,000+ colleagues and enjoy a supportive environment that encourages continuous learning and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Manager (12-months FTC) in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Lloyds Banking Group on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and recent projects. Show us that you’re not just another candidate; you’re genuinely interested in how you can contribute to their mission of improving colleague experiences.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've championed the Voice of the Customer in your previous roles. We want to hear about your successes and how you tackled challenges.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows us that you’re proactive and genuinely interested.
We think you need these skills to ace Customer Journey Manager (12-months FTC) in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Journey Manager. Highlight your experience in customer experience, service design, and any relevant projects that showcase your analytical skills and passion for the Voice of the Customer.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re excited about this role and how your background aligns with our mission. Don’t forget to mention your familiarity with human-centred design and agile methodologies.
Showcase Your Communication Skills:As a Customer Journey Manager, strong communication is key. In your application, demonstrate how you've effectively engaged with stakeholders in the past. Share examples of how you’ve facilitated workshops or influenced decisions across teams.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Journey
Before the interview, dive deep into understanding what a Customer Journey Manager does. Familiarise yourself with the principles of customer experience and service design. Be ready to discuss how you can advocate for the Voice of the Customer and share examples from your past experiences.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical prowess by discussing specific instances where you've interpreted user data to drive decisions. Think about how you’ve tracked KPIs in previous roles and be ready to explain how those insights led to meaningful changes.
✨Engage with Stakeholders
Since this role involves a lot of collaboration, think of examples where you've successfully engaged with stakeholders. Be prepared to talk about how you facilitated workshops or co-created solutions, highlighting your communication skills and ability to influence decisions.
✨Embrace Continuous Improvement
The job description emphasises innovation and continuous improvement. Come equipped with ideas on how you would identify opportunities for enhancing colleague experiences. Show your passion for learning and adapting, and be ready to discuss how you stay updated with industry trends.
