Job Description Summary
JOB TITLE: Customer Journey Manager (12‑month FTC)
SALARY: £40,824 - £45,360
LOCATION(S): Leeds and Halifax
HOURS: Full‑time
WORKING PATTERN: Hybrid (at least two days per week or 40% of time in office). Employees with disabilities can receive workplace adjustments, including flexible working.
What you’ll be doing
At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll support the design and improvement of experiences that matter—connecting insight, design and delivery to help create journeys that are meaningful, efficient and colleague‑led.
You’ll join a 20+ strong community of Customer Journey Managers—a supportive, like‑minded group brought together by a shared passion for insight‑led change, collaboration and improving colleague experience across the Group.
You’ll be a passionate advocate for the Voice of the Customer—our 60,000+ colleagues. You’ll help ensure their needs, frustrations and aspirations are heard, understood and reflected in change. You’ll be encouraged to ask questions, challenge assumptions and continuously learn.
Working closely with Product Owners, Engineers and colleagues across our platform teams, you’ll help shape colleague experiences across our products and services, ensuring decisions are grounded in insight and deliver real value to our internal customers.
You will
* Champion the Voice of the Customer, bringing colleague feedback, sentiment and lived experience into conversations
* Conduct direct research with colleagues to understand their needs, struggles and aspirations
* Facilitate workshops and co‑create solutions with stakeholders
* Coordinate cross‑functional alignment and delivery planning
* Influence design and product decisions to reflect colleague needs
* Track KPIs and measure experience effectiveness
* Identify opportunities for continuous improvement and innovation
Why join us
We’re transforming at pace, investing billions in our people, data and tech to meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.
What we’re looking for
* 2+ years’ experience in customer experience, service design, product, change or a related field
* Strong analytical skills and the ability to interpret user data and insight
* Confidence to challenge ideas and influence decisions across teams
* Familiarity with human‑centred design and agile ways of working
* Excellent communication and stakeholder engagement skills
* A deep passion for listening to and amplifying the Voice of the Customer—our colleagues
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. We’re committed to creating an environment in which everyone can thrive, learn and develop.
Benefits
* 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
* 28 days’ holiday, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
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