Customer Journey Manager

About this Opportunity

The Customer Journey Manager (CJM) plays a crucial role in product development, working with the Product Owner and the broader product and business teams 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 supporting role in creating, and 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 to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for supporting the continuous improvement of the journeys and for orchestrating across functional boundaries to a cohesive experience is delivered.

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

What you'll be doing

Understand:

• Understands end to end journeys, with support

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Works with supervision and leads on Customer Journey Management (e.g. Figma)

Optimise:

• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective

• Displays a continuous improvement mindset to their journey

Orchestration:

• Coordinates cross functional alignment on journeys

• Understands cross-functional context and build alignment as needed

Why Lloyds Banking Group?

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need

• Understanding of human centred design and experience co-creating with business members

• Ability to positively and confidently debate and influence design decisions

• Analyse user data and insights in collaboration with product experts to identify pain points and opportunities for improvement, ensuring that design solutions are developed in a user centric way

• Create and manage user journeys, to effectively communicate and drive experiential improvement

• Advocate for the user throughout the design and development process, ensuring high usability and accessibility standards are met

• Establish and track key performance indicators (KPIs) to measure the effectiveness of design solutions user satisfaction

• Keep abreast of industry trends, best practices

• Support a culture of continuous learning and improvements

• Exceptional communication and interpersonal skills, with the ability to present ideas clearly and effectively to diverse audiences

And any experience of these would be really useful

• Conduct user research, competitive analysis, and usability testing to inform data-driven design decisions.

• Facilitate workshops and brainstorming sessions to foster collaboration and innovation among internal teams.

• Proficiency in design and prototyping tools (e.g., Figma)

• Strong analytical skills and experience with user research and usability testing

• Experience working in an Agile development environment is a plus

About working for us

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 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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 28 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.