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Talent Acquisition - Software Engineering, Human Centred Design, Digital, Product, Technical, Data & AI,
JOB TITLE: Senior Customer Journey Manager
SALARY: £76,000pa to £89,600pa plus benefits
LOCATION: Bristol
HOURS: Full-time
WORKING PATTERN: Hybrid, at least two days/week at Bristol office
At Lloyds Banking Group, we're driven by our purpose to Help Britain Prosper. We are transforming our business to shape finance as a force for good. If you are passionate about making a difference, consider joining us as a Senior Customer Journey Manager within our Accounting & Statutory Reporting Lab.
Role Overview
This role involves leading a team of customer journey managers to enhance customer experiences across our products, utilizing data and insights to drive strategic improvements. You will collaborate across teams, develop frameworks for analysis, and ensure customer-focused service delivery.
Key Responsibilities
1. Promote Agile practices within the team and organization.
2. Develop frameworks for analyzing product usage and customer challenges.
3. Build and maintain relationships with internal and external stakeholders.
4. Lead and coach high-performing teams.
5. Implement controls like Root Cause Analysis to resolve systemic issues.
6. Design strategic recommendations based on customer insights.
7. Collaborate across platforms and ensure service standards.
8. Develop user cases, analyze data, and share insights.
9. Engage with forums at all levels and develop consumer insights.
10. Support the definition of epics, features, and user stories.
About You
Knowledge of accounting and regulatory reporting is beneficial but not mandatory. You should be a strategic problem solver, customer-focused, data-driven, influential, and capable of leadership and translating analysis into actionable plans. An understanding of the regulatory environment is advantageous.
About Us
We are committed to diversity and inclusion, offering benefits like a generous pension, bonus, share schemes, flexible benefits, holidays, and wellbeing initiatives. We welcome applications from under-represented groups and provide reasonable adjustments during recruitment.
Additional Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Finance
Industries: Banking and Financial Services
Apply now and help us shape the future of finance!
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