Description
Job title: Customer Journey Manager
Location: Edinburgh
Salary: £59,850 - £66,500
Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About the role:
Reporting into the Lead Customer Journey Manager, you'll be responsible for understanding and optimising the Adviser journeys through mapping and data analysis. In addition, you'll also play a crucial role in product development; working with the Product Owner and the broader product feature teams (Engineering, QA) to take journey opportunities and Product change through from discovery work to launch, with a focus on technology.
What you’ll do:
1. Create customer journey and cross functional process maps, documenting both technology and business journeys using tools such as Visio and Figma.
2. Document complex journeys for external customers (Advisers, Paraplanners) and internal customers such as Operations, using appropriate analysis techniques.
3. Identify steps and problems across complex investment journeys (e.g. in-specie transfers, buying and selling investments and onboarding).
4. Assess and optimise journeys using insights from relevant data, processes, and systems from both customer and business perspectives.
5. Lead workshops and cross functional meetings on journey mapping and journey improvements.
6. Translate journey opportunities and product change into well-documented deliverables for technical feature team using appropriate formats such as user stories.
7. Participate in Agile ceremonies and lead them where appropriate.
8. Collaborate with the broader product feature team members across Engineering and QA.
9. Identify, extract and analyse data to assess customer journeys or processes.
10. Lead and influence partners across various roles and levels of seniority, presenting effectively with both technical and business roles alike.
Why Lloyds Banking Group?
If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.
What you’ll need:
11. Proven experience in a Customer Journey Manager role or a similar role (e.g. Senior Business Analyst)
12. Proven experience working with Adviser or Wealth Management platforms, including extensive working knowledge of wrapper products (ISA, SIPP, GIA) and the trade lifecycle.
13. Extensive experience mapping customer journeys or processes using industry standard tools such as Visio or Figma or Draw.io.
14. Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria).
15. Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences.
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.
We also offer a wide-ranging benefits package, which includes:
16. A generous pension contribution of up to 15%
17. An annual performance-related bonus
18. Share schemes including free shares
19. Benefits you can adapt to your lifestyle, such as discounted shopping
20. 30 days holiday, with bank holidays on top
21. A range of wellbeing initiatives (including private medical) and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive?
Apply today and find out more.
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.