Description
JOB TITLE: SeniorCustomer Journey manager
SALARY:£78,098-91,880 pa
LOCATION:Edinburgh
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 one of our office sites
ABOUT THIS OPPORTUNITY
We’regrowing our team and are looking for2x Customer Journey Managersto join our Digital Cards & Ways to Pay Lab, shaping end-to-end journeys used by35m+ debit and credit cardholders and 22m+ digitally active customers across the UK.
You’llown and improve customer journeys acrossdigital card servicing and digital wallet experiences, from in-app card management (such as viewing card details, PIN retrieval,controlsand limits) through toDigital Wallet enrolment and usage. Using data,insightand customer feedback,you’llidentifyfriction, uncover customer pain points, and drive meaningful improvements at scale.
Working closely with Product Owners, Engineers, Designers and Researchers,you’llturn complex, regulated journeys intosimple,intuitiveand secure experiencesthat customers trust and rely on every day.
You’llbe expected to lead through influence, coach others, and help build a strong, diverse talent pipeline.
ABOUT WHAT YOU’LL BE DOING
In these roles, you can be expected to:
1. Confidently understand end-to-end customer journeys andlead the creation and ongoing ownership of high-quality customer journey and process maps
2. Integrate insights and knowledge frommultiple data sources,systemsand feedback loops (including analytics,complaintsand customer insight) to build a holistic view of the customer journey
3. Continually evaluate the effectiveness of journeys from both acustomer and commercial perspective, using data-led insight to inform decisions
4. Display astrong continuous improvementmentalitychallenging the status quo productively andspottingopportunities to simplify and enhance journeys
5. Coordinate and influencecross-functional alignmentacross Product, Engineering, Design and Research teams
6. Define data requirements andidentifydata gaps, working with delivery teams to ensure journeys are built and instrumented in a way that enables performance tracking
7. Own journeys from ideation through delivery, launch and ongoing optimisation, supporting iterative value release
8. Lead and develop other Customer Journey Managers throughcoaching, mentoring and knowledge sharing, championing customer-centric thinking across the organisation
9. Operate confidently in ambiguity, particularly when shaping new journeys where data, solutions or paths forward are not yet defined
WHAT YOU’LL NEED
We encourage applications from candidates with varied backgrounds and experiences. As a minimum however,we’dneed to you todemonstratethe below in your application and cover letter(we’dstrongly encourage you to write a cover letter discussing how you meet thebelow criteria).
Strategic Mindset&journey mapping
10. A strategicapproach, with the ability toset direction for customer journey optimisationandalign it to wider organisational goals, ensuring decisions consistently place the customer at the centre
11. Deepexpertiseinjourney mapping, including identifying customer actions, touchpoints, emotions, pain points,risksand opportunities
Curious &committed to continuous learning
12. Curiosity about customer behaviour,digitalbankingand the future of payments, with a genuine interest in how customers choose to pay and manage their money
13. Comfortablewithconstructively challenging the status quo,working with ambiguity, open to feedback, and committed tocontinuous learning andimprovement
Data analysis,storytelling& visualisation tools
14. Strong analytical capability, with the ability todefine required data, interrogate journey performance and use insight to tell clear, compelling stories
15. Adeptat using tools such asAdobe Analytics, Tableau, Figma andFigJamto understand journey performance,visualise insightsand relay them to others
Collaboration & influencing skills
16. Excellent collaboration skills, working effectively inmulti-disciplinary product teamsincluding Product Owners, Engineers, Designers and Researchers
17. Aninfluential communication style, able to engage seniorleaders, build alignment and explain complex journey challenges clearly
Technology Digital/Mobile products& Agile ways of working
18. A solid understanding of products,platformsand technology, and how they enable or constrain customer experiencesand exposure toworking withdigital or mobile products, ideally within banking,paymentsor other regulated environments (though this is not essential)
19. Experience working in agile or product-centred delivery environments, comfortable prioritising, sequencing work and supporting iterative delivery
Leadership
20. Leadership and coaching strengths, with the ability to mentor others, build capability andlead through influence rather than hierarchy
ABOUT WORKING FOR LLOYDS BANKING GROUP
We want to create the best working environment we can! We will provide you with a diverse, energising, and informal environment that focuses on equal opportunity and supports career progression.
This is a hybrid working role which is a balance of time in the office at a hub location and working from home. It is about entrusting colleagues to think innovatively about how, when and where they work, to deliver theirvery best.
We will provide you with a diverse, energising, and informal environment that takes a strong focus on equal opportunity and supports career progression on all levels. Enhancing your personal and professional development is something that isvery importantto us, and we will work with you to make a positive difference to the overall teams' mission. We want you to learn, grow & develop to become the best possible version of yourself.
We'llensure that individuals with disabilities are provided suitable accommodation toparticipatein the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Our approach to inclusion and diversity means that we all can make a real difference, together!
Ifyou’recustomer-obsessed, insight-led, collaborative, and excited about making an impact at scale in a driven, agile team,we’dlove to hear from you.
Come build the digital journeys our customers rely on every day!
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.