Customer Journey Manager

Key Details

JOB TITLE: Customer Journey Manager

SALARY: as per pay range

LOCATION: Bristol Harbourside

ADDITIONAL LOCATION: Edinburgh Princess Exchange  

HOURS: Full Time, 35 hours per week

WORKING PATTERN: Our work style is hybrid, which involves spending at least

two days per week, or 40% of our time, at one of our office sites

About this Opportunity

Join our pioneering AI Evolution Team, where you'll shape the future of Group Finance by transforming how colleagues work through cutting-edge AI technologies.

Are you ready to lead the way in redefining customer journeys and unlocking the full potential of AI across Finance?

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

Day to day responsibilities include:-

• Independently understanding end to end journeys.

• Integrating insights and knowledge from disparate data, processes and systems which are relevant to the customer journey/

• Lead on crafting customer journey and process maps (e.g. Visio), with limited supervision.

• Evaluate the journey for possible effectiveness and optimisation optionality.

• Assisting the Product Owner in prioritisation by identifying areas where AI/product teams could support (including Big Room Planning).

• Supporting value identification and collation that aligns to solution design.

• Provides help to the Quality Engineer in writing and recording test scripts.

• Helps coordinate business readiness activity.

• Defect management.

• Value measuring and checking.

• Displaying a continuous improvement approach to journeys.

• Understanding and coordinating cross-functional alignment on journeys.

What you’ll need

Experience of working in

• an Agile environment in one or more of Finance, Data, systems and/or change.

Characteristics

• Ability to work at pace, engage diverse stakeholders, organised, resilience to work through obstacles to achieve a business outcome, manage priorities and a team player.

• An enquiring mind and motivated to learn and understand processes and systems.

Skills

• Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, coordinated, and outcome-focused solutions and opportunities.

• Problem Solver - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all collaborators.

• Stakeholder Management - Develops and improves collaborator relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading collaborators to consider alternative views.

• LBG Values - demonstrating the right values and behaviours and encouraging this in team members.

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 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

This is a once in a career opportunity to help shape your future as well as ours. Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.