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- Tasks: Design and improve meaningful experiences for colleagues, championing their voice.
- Company: Join Lloyds Banking Group, a leader in customer experience transformation.
- Benefits: Generous pension, performance bonuses, flexible benefits, and 28 days holiday.
- Other info: Diverse and inclusive environment with excellent growth opportunities.
- Why this job: Make a real impact by shaping colleague experiences and driving change.
- Qualifications: 2+ years in customer experience or related fields, strong analytical skills.
The predicted salary is between 40824 - 45360 ÂŁ per year.
Salary: ÂŁ40,824 - ÂŁ45,360
Location(s): Leeds
Hours: Full-time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
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—which for us means 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, while being supported by experienced CJMs and Chapter leadership. 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.
You will:
- 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 change the way we 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
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 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
- 28 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Ready to make an impact? Apply today.
Customer Journey Manager in Gildersome 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 in Gildersome
✨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; demonstrate your passion for improving colleague experiences and how you can contribute to their journey.
✨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 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 being part of our team.
We think you need these skills to ace Customer Journey Manager in Gildersome
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! Talk about why you’re excited about being a Customer Journey Manager and how you can champion the Voice of the Customer. We want to see that spark!
Tailor Your Experience: Make sure to highlight your relevant experience in customer experience, service design, or any related field. Use specific examples that demonstrate your analytical skills and ability to influence decisions. We love seeing how your background aligns with what we do!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do—just follow the prompts!
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 human-centred design. Be ready to discuss how you can champion the Voice of the Customer and bring real insights to the table.
✨Showcase Your Analytical Skills
Prepare examples that highlight your analytical skills. Think about times when you've interpreted user data or feedback to drive change. Being able to articulate how you've used data to influence decisions will impress the interviewers.
✨Practice Stakeholder Engagement
Since this role involves a lot of collaboration, practice how you would engage with different stakeholders. Prepare scenarios where you've facilitated workshops or co-created solutions. Demonstrating your communication skills and ability to align cross-functional teams is key.
✨Emphasise Continuous Improvement
Be ready to discuss your approach to continuous improvement and innovation. Think of specific instances where you've identified opportunities for enhancement in previous roles. Showing that you're proactive about making things better will resonate well with the interviewers.