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Senior Customer Journey Manager

  • Posted 6 days ago
  • Permanent
  • 143327
  • Bristol
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End date

Wednesday 01 October 2025

Salary range

£76,194 - £89,640

We support flexible working

Learn more about flexible working.

Agile Working Options

Job Share; Hybrid Working

Job description

JOB TITLE:  Senior Customer Journey Manager 

SALARY: £76,194pa to £89,600pa plus an extensive benefits package 

LOCATION:  Bristol 

HOURS: 35 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 the Bristol hub. 

We’re on an exciting journey to transform our Group and the way we shape 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!  

About this opportunity 

As the Senior Customer Journey Manager (CJM) you will play a crucial role in product development at Lloyds Banking Group; working with the Product Owner and the broader product team in understanding, measuring and orchestrating customer journeys. 

As the senior CJM for the Customer Intelligence Lab in our Personalised Communications platform (PEC), you will be accountable for 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 data and insight journeys. You will also be accountable for the continuous improvement of journeys and for orchestrating across functional boundaries to ensure journey effectiveness; this will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design.   Additionally, you will also have team management and line management responsibilities, contributing to the broader performance of the lab.  

Your accountabilities will include: 

  • Acting as the voice of the customer and providing the customer perspective in our product strategy and delivery.

  • Acting as a point of escalation for the customer. 

  • Managing the team in iterative development of end-to-end customer journeys related to the flow of data through our channels and systems. 

  • Framing the customer problem, share insight, and identify opportunities for improvement. Use evidence to guide work priorities. 

  • Establishing effective processes for validating and measuring customer value. 

  • Leading the team of CJMs in the lab. Manage their performance and coach them through personal development. Role model a continuous improvement mindset. 

About you

  • Experience of defining and documenting customer journeys, analysing the competitor landscape, and communicating best practices to stakeholders 

  • Proficient in data analysis, agile methodologies, and translating business needs into technical solutions. 

  • Knowledge of mapping tools such as Visio and Figma. 

  • Passionate about delivering meaningful customer outcomes and reinforcing a customer-first culture 

  • Experienced in using JIRA, Confluence, and understands the full Software Development Life Cycle. 

  • Managing and coaching customer-focused colleagues, acting as a point of escalation and fostering an inclusive culture. 

  • Build and management of relationships across all levels, including senior leadership. 

About us

We're committed to inclusivity, building an organization that reflects modern society and celebrates diversity in all its forms. We want our people to feel they belong and can be their best, regardless of background, identity, or culture.  

We were one of the first major organizations to set goals on diversity in senior roles, build a menopause health package, and launch a dedicated Working with Cancer initiative. We especially welcome applications from under-represented groups. We're disability confident, so if you need reasonable adjustments to our recruitment processes, just let us know.  

So, if you are excited by the thought of becoming part of our team, get in touch.  

We would love to hear from you! 
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At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

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