At a Glance
- Tasks: Shape amazing customer experiences and lead a dynamic team in a hybrid work environment.
- Company: Join a forward-thinking company committed to diversity and inclusion.
- Benefits: Enjoy a generous pension, performance bonuses, and 30 days of holiday.
- Other info: Flexible working options and a supportive environment for all.
- Why this job: Make a real impact on colleagues' experiences while working with cutting-edge technology.
- Qualifications: 5+ years in customer experience design and strong leadership skills required.
The predicted salary is between 45000 - 55000 € per year.
LOCATION(S): Leeds and Halifax
HOURS: 21 (Part-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:
- Making a genuine difference to customers and colleagues by shaping the experience and influencing product team prioritisation.
- Working with the latest tech to shape brilliant Office and Retail experiences.
- Learning or gaining qualifications through work.
- Being a key part of the team that launches a new product/service/innovation.
The role sits within our People and Places division and is part of the Modern Workplace team; the team's job is to design the experience for colleagues in the workplace and also in our Retail Branches. If you are passionate about designing amazing spaces that are human‑centric, relentless curious about how to make life better for our thousands of colleagues both in terms of space and tech this role is perfect for you!
As a Senior Customer Journey Manager you'll:
- Lead a team of between 6 and 8 Customer Journey Managers.
- Lead on defining and measuring the target Customer Experience, or Macro Journeys.
- Be a fantastic story‑teller with an ability to bring to life the experience you are aiming to create and who this will serve in both a simple but engaging way.
- Be empathic and curious about our colleagues and why they do what they do with a drive to understand and improve their experience whilst meeting the businesses objectives.
What we're looking for?
Essential skills for this Senior Customer Journey Manager role:
- Evidence of experience in customer experience design roles.
- At least 5 years of experience in leading high performing teams.
- Experience in Figma software to story‑tell, agile methodology and tool, proficient in JIRA and Confluence.
- Strong stakeholder management skills and ability to present to senior stakeholders.
And any experience of these would be great:
- Evidence of experience in designing retail and/or office environments.
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. And, 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.
Senior Customer Journey Manager in Leeds employer: Lloyds Banking Group
As a Senior Customer Journey Manager at our Leeds and Halifax locations, you'll be part of a dynamic team dedicated to enhancing the workplace experience for both colleagues and customers. We pride ourselves on our inclusive work culture, offering flexible working arrangements, extensive benefits including a generous pension scheme, and opportunities for professional growth through learning and development initiatives. Join us in shaping innovative environments that prioritise human-centric design while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Journey Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a presentation that highlights your experience in customer journey design. This is your chance to tell your story visually and impress potential employers.
✨Tip Number 3
Prepare for interviews by researching the company’s culture and values. Tailor your answers to show how you align with their mission, especially around diversity and inclusion.
✨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, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Customer Journey Manager in Leeds
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience design shine through. We want to see how passionate you are about creating amazing spaces and experiences for our colleagues and customers!
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Journey Manager role. Highlight your experience in leading teams and using tools like Figma, JIRA, and Confluence. We love seeing how your skills match what we're looking for!
Tell a Story:Use your application to tell a compelling story about your journey in customer experience design. We’re all about storytelling, so share examples of how you've shaped experiences and influenced product teams in the past.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Journey
Before the interview, dive deep into understanding customer journey mapping. Be ready to discuss how you’ve previously shaped customer experiences and influenced product teams. Use specific examples that highlight your experience in designing human-centric spaces.
✨Showcase Your Storytelling Skills
As a Senior Customer Journey Manager, storytelling is key. Prepare a compelling narrative about a project where you successfully improved customer experience. Make it engaging and relatable, demonstrating your ability to connect with both colleagues and stakeholders.
✨Familiarise Yourself with the Tools
Brush up on Figma, JIRA, and Confluence before your interview. Be prepared to discuss how you’ve used these tools in past roles to enhance customer journeys. Showing your proficiency will give you an edge and demonstrate your readiness for the role.
✨Emphasise Empathy and Curiosity
Highlight your empathic approach towards colleagues and customers during the interview. Share examples of how your curiosity has driven you to understand and improve experiences. This will resonate well with the company’s values and their focus on creating a supportive environment.
