Customer Journey Manager

What you’ll do  

• The CJM is responsible for understanding and optimising the end-to-end internal Developer Experience for our 1000’s of Software Engineers & Developers across the bank to ensure the needs of these Engineers remain at the forefront of all journeys. 

• Working closely with Product Owners, Engineers, both in our business teams and within our Labs to ensure our journeys are intuitive, efficient, and aligned with business outcomes. 

• You’ll also help shape the IDP roadmap to ensure we not only build the right products but build the products right, ensuring the intended user experience, and journey design is accurately represented. 

• You’ll be an active member of the Platform CJM chapter sharing knowledge and supporting junior colleagues across the Platform and wider bank. 

• It’s an ideal role for someone with a strong background in process modelling, Journey mapping, or with experience in service blueprints, UX modelling, or customer research. 

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!  

What you’ll need 

• Expertise in Customer Journey design & process modelling focussed on customer outcomes 

• Leads in design thinking to support the development of innovative solutions through continuous user feedback and iteration 

• Expertly creates detailed journey documentation using tools like Confluence, Visio & Figma 

• Has strong analytical skills with the ability to use data to drive insight, decisions and improvements. Experience in conducting Customer Research 

• Confidence in presenting and applying different storytelling techniques to influence across the bank with differing experience and technical backgrounds 

• Leads & influence workshops to influence and align on journey improvements, always championing a continuous improvement approach 

• Able to translate customer needs into Jira user stories, define acceptance criteria. 

• Experienced in Service Blueprints and User Interface prototyping with appropriate tools 

• Comfortable working in a highly technical team and can transcending the technical architecture and present this through journeys that simplify the Developer Experience. 

It would be great if you also had 

• Experience of working in teams that have delivered solutions using Public Cloud 

• Passionate about building the best possible developer experience for our engineers 

• Knowledgeable of industry concepts such as Internal Developer Platform, Golden Paths, CI/CD pipelines and backstage 

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