Customer Journey Manager

Job Title: Customer Journey Manager

Location: Leeds

Salary: £59,850 - £66,500

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Leeds office.

About This Opportunity:

Join our dynamic team as a Customer Journey Manager (CJM) and play a pivotal role in shaping the future of our customer experiences. At Lloyds Banking Group, we support Direct to Customer Execution only investment and pensions business, providing top-notch products across our well-known brands including Lloyds, Halifax, Bank of Scotland and Scottish Widows. 

Our team uses agile methodologies to deliver value iteratively, aligning with our purpose of Helping Britain Prosper. By collaborating with colleagues in Product, Design and Engineering, we ensure that our customer journeys are seamless and effective. 

As a CJM, you'll be at the forefront of understanding and optimising the end-to-end customer experience. Your role will involve continuous improvement of customer journeys, ensuring that the needs of both internal and external customers are met. You'll work across functional boundaries to orchestrate effective journeys, using data and management information to drive significant benefits for our customers. Your efforts will help us deliver outstanding customer results and contribute to the overall success of our initiatives. 

What you’ll be doing:

• Represent the voice of the customer, deeply understanding their journey and ensuring their needs are met. 
• Build detailed customer journey maps to communicate information concisely and cultivate a shared vision. 
• Ensure customer journeys are well-documented and accurately translated during the build phase. 
• Use data and management information to identify areas for improvement and drive significant benefits. 
• Collaborate with the product owner to shape the roadmap, aligning it with customer and business needs. 
• Build a CJM community within Stockbroking to deliver a consistent end-to-end experience for customers. 

Why Lloyds Banking Group: 

Like the modern Britain we serve, we're evolving. Investing billions in our people, data, and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too. 

What you’ll need:

• Extensive experience designing customer journeys within UK Financial Services, particularly across Pensions and Investments.
• Confident leading workshops and stakeholder meetings, with the ability to influence and challenge constructively to protect the product vision.
• Strong analytical skills, with a track record of using data insights to improve product performance.
• Proven experience in agile change delivery, including the use of tools like JIRA, and delivering change across the full lifecycle while adhering to governance principles.
• Demonstrated ability to identify and improve customer journeys, promote positive customer outcomes, and design colleague journeys that address customer dropouts.
• Proficient in producing detailed outputs and design documentation using tools such as FIGMA.

About working for us:

Our ambition is to be the top tier 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.