Job description
At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll support the design and improvement of experiences that matter—connecting insight, design and delivery to help create journeys that are meaningful, efficient and colleague‑led.
You’ll join a 20+ strong community of Customer Journey Managers—a supportive, like‑minded group brought together by a shared passion for insight‑led change, collaboration and improving colleague experience across the Group.
You’ll be a passionate advocate for the Voice of the Customer—which for us means our 60,000+ colleagues. You’ll help ensure their needs, frustrations and aspirations are heard, understood and reflected in change. You’ll be encouraged to ask questions, challenge assumptions and continuously learn, while being supported by experienced CJMs and Chapter leadership.
Working closely with Product Owners, Engineers and colleagues across our platform teams, you’ll help shape colleague experiences across our products and services, ensuring decisions are grounded in insight and deliver real value to our internal customers.
What you'll be doing
As a Customer Journey Manager, you will:
* Champion the Voice of the Customer, bringing colleague feedback, sentiment and lived experience into conversations
* Conduct direct research with colleagues to understand their needs, struggles and aspirations
* Facilitate workshops and co‑create solutions with stakeholders
* Coordinate cross‑functional alignment and delivery planning
* Influence design and product decisions to reflect colleague needs
* Track KPIs and measure experience effectiveness
* Identify opportunities for continuous improvement and innovation
What we’re looking for
* 2+ years’ experience in customer experience, service design, product, change or a related field
* Strong analytical skills and the ability to interpret user data and insight
* Confidence to challenge ideas and influence decisions across teams
* Familiarity with human‑centred design and agile ways of working
* Excellent communication and stakeholder engagement skills
* A deep passion for listening to and amplifying the Voice of the Customer—our colleagues
Agile Working Options
Job Share; Hybrid Working
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