Customer Journey Manager, Embedded Finance

JOB TITLE: Customer Journey Manager, Embedded Finance

LOCATION(S): Chester or Leeds

SALARY: From £59,850

HOURS: Full time

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

About this opportunity

Here in the Embedded Finance team, we're a start-up business unit within Consumer Lending and are tasked with building out propositions that solve customers’ financial needs, when and where they are.

The Customer Journey Manager (CJM) plays 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.

We want to tackle problems for existing franchise customers as well as those new to franchise, using outstanding LBG capabilities in ways that are coordinated into customers’ existing lifestyles. We’ll be bold and innovative in our use of data and technology to put customers first, to build balanced and long-term business models, thus adding to Group capabilities overall.

In this role, you'll

• Independently understand the end-to-end journey
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Work with limited supervision and lead on Customer Journey and process maps (e.g Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need

• Directs work efforts towards customer outcomes and continually reinforces messaging around Customer first. Uses experience to identify additional customer needs, unrecognised by customer and delivers these to plan and time.
• Ideally, you’ll have experience in the lending domain and familiarity with the regulatory environment surrounding lending.
• Experience in mapping out customer journey flows end to end, with integration points
• Strong Collaborator skills - Uses personal impact and stakeholder positioning to build and sustain long-term relationships at all levels. Resolves stakeholder conflict, builds consensus, and influences outcomes.
• And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members

We’ll continually test and iterate for growth and takeaways. We seek people with a desire to learn, an ability to build thought-partnerships with a broad range of specialists across functions, and the patience and resilience to implement strategies that will evolve with changing customer, market, and regulatory contexts.

About working for us

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.

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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.