Job Description
End Date: Sunday 21 September 2025
Salary Range: £59,850 - £66,500
Flexible Working Options: Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours
Overview
JOB TITLE: Customer Journey Manager
LOCATION(S): Halifax
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
A great opportunity has arisen within the Homes Platform for a Customer Journey Manager (CJM) to work with an amazing team in our Digital Lab.
The 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 will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Responsibilities
* Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
* Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)
* Continually evaluates the effectiveness of the journey from a customer and business perspective
* Displays a continuous improvement mindset to their journey
* Coordinate cross functional alignment on journeys
* Understand cross-functional context and build alignment as needed
What you’ll need
* Customer-Centric Leadership: Skilled in leading end-to-end product delivery with a strong focus on customer needs and complex change management.
* Collaborative Influence: Effective at cross-functional teamwork, conflict resolution, and consensus-building to drive outcomes.
* Data-Driven Ownership: Transparent about product performance, proactive in resolving issues, and committed to continuous improvement.
* Analytical & Insightful: Strong problem-solving abilities and adept at translating customer insights into actionable product enhancements.
* Governance & Communication: Operates within robust control frameworks and communicates clearly with stakeholders at all levels.
Financial Services and mortgage experience would be beneficial
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
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.
And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
Benefits
* A generous pension contribution of up to 15%
* An annual bonus award, subject to Group performance
* 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
Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
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