End Date Thursday 27 November 2025 Salary Range £59,850 - £66,500 We support flexible working – click here for more information on flexible working options Flexible Working Options Flexibility in when hours are worked, Hybrid Working, Job Share Job Description Summary. Job Description JOB TITLE: Customer Journey Manager SALARY: £59,850 - £70,000 per annum LOCATION: Edinburgh HOURS: Full-time – 35 hours WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Edinburgh office. About this opportunity… We’re looking to recruit a Customer Journey Manager to work in our Digital Finance Lab. Our Lab sits in the Payment Services Platform (PSP), where our mission is to provide compliant and efficient payments capabilities for the Group and drive innovation to enable customers to move money confidently, quickly, and securely. The Lab will focus on bringing real value to the Group by exploring new and emerging opportunities in the Digital Assets and Payments sector. Keen on Crypto? Interested in DLT technology and blockchains? This is the Lab for you. The team works closely with industry groups and regulators to help Britain prosper while protecting the UK, the bank, and customers. We make extensive use of agile delivery techniques to release value and sustain service. The Customer Journey Manager (CJM) plays a crucial role in product development, assisting 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, you’ll play a key role in making sense of this insight and factoring it into prioritisation approaches and design choices. You’ll also be 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. You will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness. About us… We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive. What you’ll do… Independently understand, design, and map end-to-end customer journeys, focusing on digital asset and payment experiences. Integrate insights from data, processes, and systems to inform journey design & mapping. Works with limited supervision and leads on Customer Journey and process maps. Coordinate alignment across teams, building consensus, cross-functional context and supporting delivery of connected experiences. Develop and improve stakeholder relationships, manage priorities, and facilitate resolution of conflicting views. Take action to implement solutions, plan and direct activities, and communicate plans with all stakeholders. Promote customer-centricity, demonstrate positive values and behaviours, and encourage these in team members. Evaluate journey effectiveness from both customer and business perspectives, displaying a continuous improvement mindset. What you’ll need… Experience in customer journey mapping and process improvement, ideally within digital products or financial services. Equipped with a ready-to-learning mindset, enabling you to comprehend complex concepts at pace. Ability to work independently and collaboratively within cross-functional teams. Strong problem-solving and stakeholder management skills. Passion for delivering customer-centric solutions. Influence positively - demonstrating the right values and behaviors and encouraging this in team members. Experience in payments, digital assets, or emerging technologies is desirable. 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. 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. We also offer a wide-ranging benefits package, which includes… 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.