Overview
Customer Journey Manager role at Lloyds Banking Group.
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
LOCATION: Halifax
HOURS: Full time
SALARY: From £59,850
This role is within the Homes Platform for a Customer Journey Manager (CJM) to work with the Digital Lab. The CJM collaborates with the Product Owner and the product team to understand, measure and orchestrate Customer Journeys with a focus on technology and cross-functional integration. The CJM contributes to prioritisation and design decisions by turning insights into action.
Role purpose: Understand and optimise the end-to-end customer experience (internal and external) to ensure customer needs are forefront in all journeys. Lead continuous improvement of the journey and orchestrate across functional boundaries to ensure journey effectiveness. Collaborate with Product, Experience Design and Engineering to ensure the intended user experience and journey design is accurately represented.
What you’ll be doing
* Integrate insights from data, processes and systems relevant to the customer journey
* Lead on Customer Journey and process maps (e.g., Visio) with limited supervision
* Continually evaluate journey effectiveness from customer and business perspectives
* Maintain a continuous improvement mindset across journeys
* Coordinate cross-functional alignment on journeys
* Understand cross-functional context and build alignment as needed
What you’ll need
* Customer-Centric Leadership: Leading end-to-end product delivery with a focus on customer needs and complex change management
* Collaborative Influence: Effective cross-functional teamwork, conflict resolution and consensus-building
* Data-Driven Ownership: Transparent about product performance and proactive in resolving issues
* Analytical & Insightful: Strong problem-solving abilities and ability to translate insights into product enhancements
* Governance & Communication: Works within robust control frameworks and communicates clearly with stakeholders
Desirable: Financial Services and mortgage experience would be beneficial
About working for us
We value inclusivity and diversity, and aim to reflect modern society. We welcome applications from under-represented groups and offer reasonable adjustments in recruitment if needed.
Benefits
* Generous pension contribution up to 15%
* Annual bonus, subject to Group performance
* Share schemes including free shares
* Flexible benefits including discounted shopping
* 30 days’ holiday plus bank holidays
* Wellbeing initiatives and parental leave policies
Want to do amazing work that makes a difference? Join our journey.
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