End Date
Tuesday 10 June 2025
Salary Range
£70,929 - £78,810
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working
Job Description Summary
JOB TITLE: Customer Journey Manager Secondment
LOCATION: London
HOURS: Full-time
WORKING PATTERN: Two days per week (or 40% of your time) at our London office.
Lloyds Banking Group seeks a Customer Journey Manager to improve customer experiences via our digital platform.
We aim to build deeper and more trusted relationships with our customers, supporting them in improving their financial lives through valuable, engaging, and human-like digital banking experiences. We focus on growing customer satisfaction and trust by providing simple, helpful, and personalized experiences they love. Our goal is to offer seamless self-serve options, enabling customers to manage their finances effortlessly while building financial resilience.
Job Description
The key responsibilities of the role:
* Independently understand the end-to-end customer journey.
* Integrate insights and knowledge from diverse data, processes, and systems relevant to the customer journey.
* Define high-level requirements and support the incubation of new solutions to address customer problems.
* Work with limited supervision and lead on Customer Journey and process maps.
* Continually evaluate the effectiveness of the journey from both customer and business perspectives.
* Approach continuous improvement with a focus on the journey.
* Coordinate cross-functional alignment on journeys.
* Understand the cross-functional context and build alignment as needed.
Skills needed for this role:
* Requires strong analytical and problem-solving skills, proficiency in data analysis tools, and expertise in translating business needs into technical solutions.
* Customer Centricity: Promote the value of customer outcomes with team and peers, ensuring work efforts achieve these. Anticipate customers' needs and use customer input to present targeted, integrated, and outcome-focused solutions and opportunities.
* Implement effective solutions, lead teams, plan activities, and communicate plans to collaborators.
* Collaborator Management: Develop and improve collaborator relationships to build consensus and enhance delivery of change outcomes. Use experience to manage conflicting priorities by facilitating discussion and resolution, and persuading collaborators to consider alternative views.
* Influence Positively: Demonstrate the right values and behaviors, encouraging the same in team members.
About Working For Us
Our focus is to ensure we’re inclusive every day, building an organization that reflects modern society and celebrates diversity in all its forms.
We provide Workplace Adjustments for colleagues with disabilities, accommodating needs like remote work.
Applicants with disabilities can apply through our Disability Confident Scheme (DCS) for guaranteed fair interviews.
We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition, or neurodivergent condition. If you’d like an adjustment to the recruitment process, just let us know.
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.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
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