Customer Journey Manager (12 month FTC) page is loaded## Customer Journey Manager (12 month FTC)locations: Edinburghtime type: Full timeposted on: Posted Todaytime left to apply: End Date: April 9, 2026 (14 days left to apply)job requisition id: 153618**End Date**Wednesday 08 April 2026**Salary Range**£61,344 - £68,160**Flexible Working Options**Hybrid Working**Job Description Summary**.**Job Description****JOB TITLE:** Customer Journey Manager (12 month FTC)**SALARY:** £61,344 - £68,160**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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.**What you’ll be doing** If you’re looking for a role where you can genuinely shape how our longstanding customers experience our service, this could be the perfect opportunity for you.You’ll join the Data Management team within the IP&I Colleague and Customer Service Platform. As our Customer Journey Manager (on a 12month secondment), you’ll dive into how our colleagues and customers interact across every step of the journey, making sure their needs stay front and centre. You’ll get under the skin of how things work today, spot where we can do better, and help us create smoother, simpler experiences that make a real difference.As a Customer Journey Manager, you’ll work closely with teams across the business to understand friction points, use data to guide decisions, and bring fresh thinking to how we improve. You’ll take onboard feedback, turn insights into action, refine our journey maps, and make sure we’re continually evolving. You’ll champion the customer at every stage, using clear communication and strong collaboration to influence and inspire others. And along the way, you’ll be part of a supportive team where development, learning, and shared problem‐solving are all part of the culture.We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. **What we’re looking for**We’re looking for someone who brings around 5 years’ experience shaping customer outcomes, improving journeys and influencing change across teams. You’ll naturally put customer needs at the centre of your decisions, use insight to guide improvements, and work confidently across teams to deliver meaningful change. You’ll be comfortable solving complex problems from start to finish, building strong relationships, influencing decisions and aligning colleagues behind shared goals. You’ll also bring a positive, encouraging approach that helps create the right culture across the team.Key skills and experience:* Strong customer‐centric mindset, using insight and feedback to improve outcomes.* Proven ability to solve complex problems and turn ideas into real improvements.* Confident stakeholder management, navigating priorities and influencing decisions.* Experience engaging and shaping requirements with partners to drive customer‐focused change.* A positive influencer who models great behaviours and encourages collaboration.**And any experience of these would be great**Experience in insurance services would be helpful, as would familiarity with journey‐mapping or service‐design tools. Being comfortable using data or insight to support recommendations, and having some exposure to continuous improvement or operational change, would also give you a great head start.*We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.***This is a place for you**Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.We also offer a wide-ranging benefits package, which includes:* A generous pension contribution of up to 15%* An annual performance-related bonus* Benefits you can adapt to your lifestyle, such as discounted shopping* 30 days’ holiday, with bank holidays on top* A range of wellbeing initiatives and generous parental leave policies**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.**With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
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