At a Glance
- Tasks: Lead and shape customer journeys for a major transformation in lending.
- Company: Join a diverse and inclusive UK business committed to employee growth.
- Benefits: Generous pension, performance bonuses, share schemes, and 30 days holiday.
- Other info: Flexible working options and support for colleagues with disabilities.
- Why this job: Make a real impact on customer experiences while leading a dynamic team.
- Qualifications: 5+ years in customer journey management and team leadership.
The predicted salary is between 92701 - 109060 £ per year.
Salary: £92,701 - £109,060
Location: London
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 our London office. 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: This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme. 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.
What we’re looking for:
- 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
And any experience of these would be great:
- 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
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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. 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.
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
Lead Customer Journey Manager employer: Lloyds Banking Group
As a Lead Customer Journey Manager in London, you will join a forward-thinking organisation that prioritises diversity, equity, and inclusion, fostering a supportive environment where every employee can thrive. With a generous benefits package including a substantial pension contribution, performance-related bonuses, and flexible working arrangements, the company is committed to your professional growth and wellbeing. This role offers a unique opportunity to lead transformative projects that enhance customer experiences while collaborating with cross-functional teams in a dynamic and innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Journey Manager
✨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
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.
