Customer Journey Manager - Smarter Journeys Lab

JOB TITLE: Customer Journey Manager - Smarter Journeys Lab

LOCATION: Manchester

SALARY: £59,850 - £66,500

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

We’re the Smarter Journeys Lab, an integral part of the Colleague Channels Platform. Our mission is to enhance customer journeys and drive growth through innovative digital solutions. Our product range includes services such as Fraud Self Service, Diary Management, and Workforce Planning, all designed to create seamless experiences for customers and improve colleague efficiency. We’re proud of our inclusive and innovative culture, with a strong focus on continuous learning.

We’re committed to leveraging AI, automation, and advanced technology to deliver real value for customers and the business. Over the next few years, we’ll be rolling out pioneering solutions across Knowledge Management, Complaints, Mortgage Journeys, and Back-Office improvements, while strengthening our core platforms such as Appointment Booking and PEGA. This is an exciting opportunity to shape the future of our products, enhance customer value, and deliver smarter, data-driven solutions.

We’re passionate about being northern-based and putting the North on the map for LBG. Join us and be part of this exciting journey!

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Key Accountabilities

• Design and Optimise Customer Journeys: Collaborate with the Product Owner and product team to understand, measure, and orchestrate customer journeys, ensuring they align with our strategic objectives.

• Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritisation and design decisions.

• Cross-Functional Collaboration: Work closely with various functions across the organisation to seamlessly integrate technology and business processes.

• Identifying process improvements: Recognise and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem solving skills.

• Data management: Establish outstanding customer outcomes by ensuring routines are clear and documented.

• Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.

• Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.

• Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.

• Conducting research activities: Support outcomes by carrying out research using existing systems and protocols.

• Evaluating proposals: Analyse and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.

• Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system

What you’ll need

• Experience in Customer Journey management, either through direct ownership or understanding and developing existing journeys

• Analysing, understanding and presenting back data with key themes to identify issues with the largest value unlock

• Ability to work with teams using an agile delivery method (e.g. scrum / kanban)

• Strong stakeholder management skills to support your own, and the teams, work

• Strong governance mentality to ensure that complex change is delivered safely

• Ability to think ‘big’ but value incremental improvements and trust teams to deliver on their commitments

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 bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!