Customer Journey Manager

JOB TITLE: Customer Journey Manager
SALARY: £59,850 – £66,500
LOCATIONS: Edinburgh or 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
Lloyds Banking Group embarks on a transformative journey to reshape the financial landscape and elevate the customer experience. As part of this ambitious venture, a dedicated Customer Journey Manager is sought to join the Strategic Ledger, Controls & Reconciliation lab.

What makes this role stand out? You'll play a crucial role in our Finance transformation, using brand new technology to improve control, increase efficiency, and create value. By working closely with Product Owners and cross-functional teams, you’ll guarantee smooth integration and coordination of customer journeys.

The Finance Platform is at the heart of our innovative change, providing new tools like the General Ledger and ARCs that support reconciliation and attestation. We're pushing the boundaries to deliver world-class systems and processes, and we want you to be part of this exciting chapter!

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 WILL BE DOING

Day to day you’ll be;

• 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.
• Leading the continuous improvement of the journey and orchestrating across functional boundaries to ensure journey efficiency.
• Integrating insights and knowledge from disparate data, processes, and systems relevant to the customer journey.
• Continually evaluating the journey's efficiency from both customer and business perspectives.
• Coordinating cross-functional alignment on journeys to ensure flawless execution.

WHAT YOU’LL NEED

• Experience of working in a role where you have led with a continuous improvement mindset.
• Excellent stakeholder communication and management skills to bring the customer journey and product into alignment.
• Ability to translate customer requirements into product deliverables.
• Ability to integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Experience of understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys.

AND ANY EXPERIENCE OF THESE WOULD BE REALLY USEFUL

• Strong understanding of Financial Services products and services, with particular expertise in the Oracle Suite.
• Operating within a robust control environment aligning with risk & control frameworks and governance protocols. This can include documenting legacy processes and controls, and designing improved, future-fit solutions.
   

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!