At a Glance
- Tasks: Lead the optimisation of customer journeys in a dynamic lending environment.
- Company: Join a forward-thinking company focused on transforming customer experiences.
- Benefits: Enjoy generous holiday, flexible working, health insurance, and great discounts.
- Other info: Diverse backgrounds welcome; transferable skills valued.
- Why this job: Shape impactful customer journeys and drive innovation in lending.
- Qualifications: 5+ years in customer journey management with strong data literacy.
The predicted salary is between 55000 - 65000 £ per year.
- The Customer Journey Manager (CJM) plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions
- Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices
- The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys
- They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness
- 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
- As a Customer Journey Manager, you’ll play a critical role in delivering lending and credit transformation across Business & Commercial Banking.
You’ll be accountable for shaping and delivering end-to-end journeys that enable the fastest, simplest and most effective customer outcomes
- You’ll contribute to the ownership of end-to-end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment
- 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
Benefits
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave.
Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay.
Partners can have six weeks of fully paid paternity leave.
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague
Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping.
You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our ‘Your Tomorrow’ scheme.
You can decide how much you save and get a say in where your contributions are invested.
- Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities
- Data-led decision making
- 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation
- Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions
- Technical expertise relevant to the role
- Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams
- Customer and market research & analysis capabilities
- Experience of designing and mapping customer journeys
- Excellent stakeholder management and influencing skills, with experience engaging stakeholders across business, risk and technology
- Customer-led delivery
- Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement
- Background in customer and market research & analysis capabilities to transform end to end customer experience from a data driven mindset
- Experience of customer journey delivery within technology platforms, including supporting engineering practices
- Product mindset
- Creativity
- Proven User experience design skills
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
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Customer Journey Manager (12 Fixed Term Contract) in London employer: Lloyd's
Lloyd's is an exceptional employer that fosters a collaborative work culture, allowing you to lead complex programmes in a dynamic environment. With a strong focus on employee well-being and professional growth, we offer comprehensive benefits including healthcare, a generous pension, and opportunities for continuous development, all within the vibrant setting of Greater London.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Manager (12 Fixed Term Contract) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lloyd's.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lloyd's. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Journey Manager (12 Fixed Term Contract) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lloyd's.
How to prepare for a job interview at Lloyd's
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lloyd's's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lloyd's offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
