Lead Customer Journey Manager

About This Opportunity: 

At Lloyds Banking Group (LBG) we believe AI plays a part in our purpose to Help Britain Prosper. With GenAI, we can transform the customer experience, making it safer, more intuitive, and increasingly personalised so people and businesses get the best financial outcomes. Our long-term vision is to give our customers access to AI agents who will understand their specific needs, their likes, dislikes and preferences and provide them with humanlike guidance as well as perform tasks, such as filling out forms.  

This role sits within the Conversational Experience & Analytics Lab, part of the Agentic & AI Platform. The lab is accountable for providing the capability to the engineers in our business to build amazing AI Agent experiences for their business teams.  

As the Customer Journey Manager in this lab you’ll work in an agile, value driven environment. Through collaborating, you'll ensure the engineer experience is clear, empowering them to build natural, safe, secure and personalised experiences for customers. As part of the frontier of our AI proposition – you will be innovating and shaping the future of AI engineer and customer experience through a new human like channel. 

What you’ll be doing: 

• Customer Journey Leadership: You’ll play a pivotal role in product development—supporting Product Owners and cross-functional teams to understand, measure, and orchestrate user journeys. Ensuring the colleague and customer remains at the heart of all experiences, both internal and external. 

• Journey Mapping & Continuous Evaluation: Lead the creation and maintenance of customer journey and process maps, continuously evaluating their effectiveness and driving improvements based on customer and business needs. 

• Data-driven Decision Making: Independently integrate insights from diverse data, systems, and processes, helping the team make sense of this information and apply it to prioritisation and design decisions. 

• Cross-Functional Teamwork: Orchestrate efforts across Product, Experience Design, and Engineering to ensure the intended user experience is accurately represented and delivered, breaking down silos to enhance journey effectiveness. 

• Team Development & Support: Coach and support, lead team performance, and act as a point of escalation—fostering growth and alignment with business objectives. 

• Champion of Continuous Improvement: Model a continuous improvement attitude, bringing external insights and leadership aligned with the organisation’s core values to elevate journey standards. 

Why Lloyds Banking Group: 

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose. 

What you’ll need: 

• Cross-Functional Collaboration: Confirmed experience working across business and engineering teams to deliver integrated, customer-focused solutions. 

• Customer-Centric Approach: Able to demonstrate a strong commitment to customer outcomes, with the ability to identify unmet needs and deliver value beyond expectations. 

• Innovation: Forward thinking and able to challenge the status quo, with proven experience in innovating new approaches. 

• Change & Agile Delivery: Skilled in leading change within large-scale programmes, with hands-on experience working in agile environments. 

• Senior Stakeholder Engagement: Confident in building trusted relationships with senior leaders and influencing strategic direction through strong communication and leadership. 

• Decision-Making & Risk Management: Shown ability to build consensus, lead opposing priorities, and resolve critical risks and issues to ensure timely delivery of outcomes. 

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 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.