Customer Journey Manager

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End date

Saturday 08 February 2025

Salary range

£57,546 - £63,940

Agile Working Options

Job Share; Flexibility in when hours are worked; Hybrid Working

Job description

JOB TITLE: Customer Journey Manager

SALARY: £59,850 - £66,500

LOCATION(S): Halifax

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

 

About the role


You'll play a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.


The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.


This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.



Role responsibilities:


Understand:

  • Independently understands the end-to-end journey
  • Integrates insights and knowledge from disparate data (NPS Complaints etc), processes and systems which are relevant to the customer journey
  • Works with limited supervision and lead on Customer Journey and process maps (e.g Figjam)


Optimise:

  • Continually evaluates the effectiveness of the journey from a customer and business perspective
  • Displays a continuous improvement mindset to their journey


Orchestration:

  • Coordinate cross functional alignment on journeys
  • Understand cross-functional context and build alignment as needed



About us


We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.



What we’re looking for:


We’re not looking for people that know all the answers. We’re looking for people that thrive on being given a problem and finding a solution. We’re looking for people who are comfortable when they need to say no; who aren’t afraid to challenge the status quo and push back on stakeholders who may be more senior.


There are some things we're looking for in you though:

  • It’s essential that you are comfortable influencing, challenging and can articulate the product vision, provide updates, and address any concerns or inquiries across technical and business teams, and stakeholders.
  • Demonstrate a deep understanding of customer-centric views and leading change in a complex organisation.
  • Strong analytical skills to gather and interpret data; tracking key metrics and using data-driven insights to drive product improvements.
  • Experience in end-to-end customer journey management or related change roles in a complex organisation.
  • Ability to provide coaching and mentorship to team members, including guiding and supporting others in their professional growth within the organisation.
  • Domain knowledge in financial services or regulated environments would be great, but not essential.


About working for us


Our focus is to ensure we're inclusive every day, building an organization 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.


We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.


And it’s why we especially welcome applications from under-represented groups.


We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.


We also offer a wide-ranging benefits package, which includes:

  • A generous pension contribution of up to 15%
  • An annual bonus award, subject to Group performance
  • Share schemes including free shares
  • 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


If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.

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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'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.