Description
JOB TITLE: Customer Journey Manager / Technical Process Analyst
SALARY: £59,850– £66,500
LOCATION(S): Leeds
HOURS: Full-time – 35 hours per week
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at ourLeeds office.
About this opportunity
We’re already the UK’s leading Digital Bank and biggest mobile bank with nearly 14 million active online customers across our brands. Now we're on a journey to build the bank of the future, for which we're investing £3bn across platforms, people and data capabilities to truly become the best bank for customers!
Our team
Are you passionate about shaping exceptional Developer Experience for our 1000’s of Engineers through innovative Internal Developer Platform journeys?
The Platform Engineering team is on a mission to create the next generation technical platform for Lloyds Banking Group that will be consumed by every engineer across the entire group. You'll be at the heart of one of the UK's biggest financial service technical transformations.
We're looking for an experienced and passionate Customer Journey Manager / Technical Process Analystto work on our flagship Internal Developer Platform. You'll be part of a collaborative, forward-thinking engineering team that delivers value for 1000’s of our Software Engineers “customers” across the bank who use our Internal Developer Portal, all delivered via agile methodologies
The ideal candidate will have a solid track record with demonstrable experience as a Customer Journey Manager / Technical Process Analystor similar industry recognised roles for example Technical Analyst, Systems Analyst, Service Designer, Customer Experience Designer.
Please be aware, the solutions and area where you work cover the automated provisioning of application & infrastructure IT resources, so it’s essential to be comfortable working in a highly technical team and able to transcending the technical architecture and present this through journeys / process maps.
What you’ll do
1. The CJM is responsible for understanding and optimising the end-to-end internal processes for the Developer Experience for our 1000’s of Software Engineers & Developers across the bank to ensure the needs of these Engineers remain at the forefront of all journeys.
2. Working closely with Product Owners, Engineers, both in our business teams and within our Labs to ensure our journeys are intuitive, efficient, and aligned with business outcomes.
3. You’ll also help shape the IDP roadmap to ensure we not only build the right products but build the products right, ensuring the intended user experience, and journey design is accurately represented.
4. You’ll be an active member of the Platform CJM chapter sharing knowledge and supporting junior colleagues across the Platform and wider bank.
5. It’s an ideal role for someone with a strong background in process modelling, Journey mapping, or with experience in service blueprints, UX modelling, or customer research.
Why Lloyds Banking Group
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you!
What you’ll need
6. Expertise in Customer Journey design & process modelling focussed on customer outcomes
7. Leads in design thinking to support the development of innovative solutions through continuous user feedback and iteration
8. Expertly creates detailed journey documentation using tools like Confluence, Visio & Figma
9. Has strong analytical skills with the ability to use data to drive insight, decisions and improvements. Experience in conducting Customer Research
10. Confidence in presenting and applying different storytelling techniques to influence across the bank with differing experience and technical backgrounds
11. Leads & influence workshops to influence and align on journey improvements, always championing a continuous improvement approach
12. Able to translate customer needs into Jira user stories, define acceptance criteria.
13. Experienced in Service Blueprints and User Interface prototyping with appropriate tools
14. Comfortable working in a highly technical team and can transcending the technical architecture and present this through journeys that simplify the Developer Experience.
It would be great if you also had
15. Experience of working in teams that have delivered solutions using Public Cloud
16. Passionate about building the best possible developer experience for our engineers
17. Knowledgeable of industry concepts such as Internal Developer Platform, Golden Paths, CI/CD pipelines and backstage
About working for us
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:
18. A generous pension contribution of up to 15%
19. An annual performance-related bonus
20. Share schemes including free shares
21. Benefits you can adapt to your lifestyle, such as discounted shopping
22. 30 days’ holiday, with bank holidays on top
23. A range of wellbeing initiatives and generous parentalleave policies
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.