Description
JOB TITLE :Customer Journey Manager, General Insurance Platform
SALARY:£59,850 - £66,500
LOCATION: Leeds
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 ourofficesin Leeds.
About this opportunity
Do you have a passion for developing fantastic Customer Journeys and continuously improving how customers experience our products? This is your chance to bring yourexpertiseto the role of Customer Journey Manager and help deliver great products and journeys for our customers. The role sits within the Customer Product Lab, which forms part of the wider Insurance,Pensionand Investmentbusiness. As the Group continues to Grow, Focus and Change, the General Insurance business plays a key role in achieving ourobjectives.
We’relooking for someone who is highlycustomer focused, has strong analytical skills, and is motivated by continuous improvement.You’llwork closely with our Digital Sales and Claims Feature Teams to deliver outstanding customer journeys.It’sa really excitingtime to join General Insurance as we grow and increase our market share, with many new products,partnershipsand journeys on the horizon.
What you’ll be doing:
In this position,you’llpartner with our Feature Teams and Experience Design teams to gain insight into our full customer journeys. You will evaluate their efficiency and decide, prioritise, and carry out changes that measurably improve outcomes.You’llbe part of an encouraging group of Customer Journey Managers within General Insurance and across the wider IP&I business—sharing protocols, aligning standards, and cooperating to foster continuous, customer-centred progress swiftly.
Responsibilitiesinclude:
1. Build seamless digital journeys — independently and collaboratively compose, map, and optimiseend toend customer journeys so every touchpoint delivers a smooth, engaging digital experience.
2. Turn insights into action — use data, processes, and system insights to inform journey development, always keeping the customer at the heart of what you do.
3. Champion continuous improvement — regularly assess journeys from customer and business perspectives, finding opportunities to improve and innovate at every step.
4. Connect teams for impact — bring togethercross functionalteams and specialisms, building consensus and ensuring everyone is aligned to deliver a truly connected experience.
5. Build positive relationships — develop and nurture collaborator relationships, manage competing priorities, andfacilitateresolution of differing viewpoints to keep delivery moving.
6. Drive the Lab roadmap — collaborate with the Product Owner and Feature Teams to build priorities and deliver features that measurably improve customer experience andoutcomes.
WHAT YOU’LL NEED
7. Experience understanding and detailingend-to-endprocesses and journeys, with the ability to spotwhat’sworking and what needs to improve.
8. Strong analytical skills, with confidence interpreting complex data and turning it into clear, meaningful insights that supportdecision making.
9. Acontinuous improvementoutlook, withhands-onexperience finding opportunities and delivering improvements across journeys or processes.
10. Greatproblem-solvingability paired with strongrelationship buildingskills, enabling you to work effectively with colleagues across teams.
11. Strong communicationskills, including the ability toclearly and confidently summarize complex informationfor senior audiences.
And any of this would be a real bonus:
12. Experience working on Digital and/or Claims products or journeys.
13. Experience crafting new customer journeys from the ground up.
14. An understanding of Agile ways of working and the tools that support them.
ABOUT WORKING FOR US
Our focus is to ensurewe'reinclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. Andit’swhy we especially welcome applications from under-represented groups.We’redisability confident. So, ifyou’dlike reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes:
15. A generous pension contribution of up to 15%
16. An annual bonus award, subject to Group performance
17. Share schemes including free shares
18. Benefits you can adapt to your lifestyle, such as discounted shopping
19. 30 days’ holiday, with bank holidays on top
20. A range of wellbeing initiatives and generous parental leave policies
If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.
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.