Customer Journey Manager - Finance Accounting and Statutory Reporting

Why 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.

Day to day responsibilities

Deliver Results with Confidence - achieve key outcomes in area by working optimally within our established knowledge and data management systems.

Turn Data into Insight - conduct research using primary sources, selecting and analysing relevant information to uncover trends and support decision-making.

Drive Improvements - spot opportunities to improve existing processes and systems, and help implement improvements through our change management programmes.

Build Clear, Impactful Content - write and edit materials tailored to different audiences, ensuring the tone and message are always on point!

Grow and Support Others - take ownership of your development by building your skills and capabilities—and support your colleagues by sharing knowledge and coaching when needed.

Support Research and Innovation -carry out research activities using established tools and protocols, contributing to team goals and supporting others where required.

Shape Product and Service Development - evaluate proposals for sophisticated products or services, refining them with input from senior colleagues or by guiding a specialist team.

Deliver phenomenal customer support - meet customer needs for straightforward products and services by following standard procedures, or provide crucial support to our customer-facing teams.

Contribute to long-term planning - help develop and deliver parts of our long-term planning process, with mentorship from expert team members.

What you’ll need

• Customer Journey Expertise - understanding and implementing customer change, customer centricity and agile methodology. Mapping the full end-to-end customer journey independently, using tools like Visio or Figma.

• Regulatory experience – adherence with industry standards, understanding regulatory frameworks and navigating compliance to deliver change in a regulated environment.

• Stakeholder partnerships – excellent communication skills to influence, coordinate and align with multiple teams to ensure a unified approach to journey design and delivery.

• Continuous improvement approach – experience in regularly evaluating journey effectiveness from both customer and business perspectives, seeking opportunities for optimisation.

• Self-Leadership & Initiative – work with minimal direction, taking ownership of journey mapping and improvement initiatives.

And any experience of these would be really useful

• Banking, insurance, asset management, or fintech environments - apply industry knowledge to support compliance, risk management, and innovation, while delivering high quality outcomes in a fast-paced, customer-focused setting.

• Data Integration & Insight experience - connecting insights from various data sources, systems, and processes to inform and improve the customer experience.

• Big picture thinking - understanding broader business context and using it to guide journey decisions and improvements.

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

• 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.