Customer Journey Manager

Job Title: Customer Journey Manager

Location: Edinburgh

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 Edinburgh office.

About This Opportunity:

At Lloyds Banking Group, we’re on a mission to help Britain prosper. Our Client Servicing & Engagement Platform plays a vital role in enabling businesses to grow and thrive, businesses that millions of people across the UK rely on every day. Within this platform, our Onboarding and OKYC Lab is driving transformation through innovative digital journeys that make onboarding detailed and secure.

If you're passionate about shaping customer experiences and want to be part of a team that’s making a real impact, this is the perfect opportunity.

As a Customer Journey Manager, you’ll be at the heart of product development, working closely with the Product Owner and cross-functional teams to develop and improve customer journeys. You’ll use insights and data to guide prioritisation and design decisions, ensuring our solutions meet customer needs and deliver commercial value. This is a hands-on role where your ability to think critically, collaborate optimally and communicate clearly will be key to success.

What you’ll be doing:

• Own and evolve customer journeys that align with customer needs and business objectives.
• Build and maintain journey and process maps using tools like Drawio.
• Collaborate with feature teams to embed journey improvements and support agile delivery.
• Analyse data and customer feedback to find opportunities for improvement.
• Support Product Owners in understanding business needs and shaping solutions.
• Champion customer outcomes and ensure work is targeted and integrated.

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:

• Customer Journey Expertise – Proven experience leading customer journey design with a strong focus on customer outcomes
• Design and Documentation Skills – Proficiency in creating detailed design documentation using tools like FIGMA/Drawio or similar
• Industry Knowledge – Understanding UK Financial industry regulations and requirements. Ideally within Business and Commercial Banking.
• Agile Delivery Experience – Hands-on experience with agile delivery and tools such as JIRA
• Analytical Thinking – Strong analytical skills with the ability to use data to drive decisions and improvements
• Stakeholder Engagement – Confidence in leading and influencing stakeholders across various levels of seniority

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.