Customer Journey Manager

JOB TITLE: Customer Journey Manager
SALARY: £59,850 – £66,500
LOCATIONS: Bristol
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.

ABOUT THIS OPPORTUNITY
We're looking for a skilled Customer Journey Manager to make an impact in our Accounting and Statutory Reporting Lab!

The Accounting & Statutory Reporting Lab plays a critical role in ensuring the availability, accuracy, and compliance of financial reporting across the Group and its subsidiaries. Its core mission is to:

• Embed and automate new accounting and statutory reporting requirements.
• Deliver control improvements and enhance technology resilience.
• Enable the launch of new customer propositions by supporting other platforms 
• Ensuring the resilience, availability, integrity and security of the Banks ledger estate

You'll play a pivotal 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 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. This is an outstanding opportunity to contribute to a dynamic environment where your expertise will make a tangible difference.

ABOUT LLOYDS BANKING GROUP
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. Including you.

WHAT YOU’LL BE DOING
Your role will be varied, and no two days will look quite the same; but some of your key priorities in this role include:

Understanding:

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

Optimising:

• Continually evaluates the effectiveness 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 builds alignment as needed

Collaboration and Communication:

• Working closely with the Product, Experience Design, and Engineering teams to ensure the intended user experience, and journey or process design, is accurately represented.
• Ensuring seamless integration of financial processes with the broader change management initiatives.

WHAT YOU’LL BRING TO THE ROLE (WHAT YOU NEED)
We welcome candidates from diverse backgrounds, and we celebrate diversity in thought and experience. As a minimum, to be considered for this role, we’d need to see the below in your CV.

Technical skills & experience:

• Established, hands-on, commercial experience in a related finance role, preferably within the banking sector.
• Proven experience delivering change using AGILE / Scrum methodology – experience of JIRA / JIRA Align
• Strong technical proficiency, particularly in financial software and Microsoft Office Suite, particularly Excel and Oracle.
• Any experience of the following would also be highly desirable: Power BI, SAP, Python, GCP, Co-pilot.
• Broad understanding of accounting principles and regulatory requirements.

Behavioural skills:

• Strong analytical and problem-solving skills: Capable of interpreting complex financial data.
• Excellent communication and interpersonal skills, adept at building relationships with collaborators at all levels.
• Strong attention to detail and a dedication to accuracy in financial reporting.
• Self-motivated and proactive in finding opportunities for improvement and driving change. A willingness to learn new skills is essential in the role.
• High ethical standards and a commitment to maintaining confidentiality and integrity in all financial matters.

WHAT’S IN FOR YOU
You'll be pivotal in shaping the financial strategy and success of our business, with opportunities for continuous learning and career development within a dynamic and supportive environment. Work with a diverse team that values collaboration and innovation.

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.
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Our focus is to ensure we're inclusive 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. 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. 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.

Want to do amazing work, that’s interesting and makes a difference to millions of people?
Join our journey!