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Customer Journey Manager

  • Posted 3 days ago
  • Permanent
  • 147653
  • Edinburgh
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End date

Friday 19 December 2025

Salary range

£59,850 - £66,500

We support flexible working

Learn more about flexible working.

Agile Working Options

Hybrid Working

Job description

Job title: Customer Journey Manager

Location: Edinburgh

Salary: Pay group 3

Hours: Full time

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:

We're the Protection Platform and Our platform aims to push boundaries to transform the business in delivering high quality, efficient and impactful outcomes for customers within the Protection Market.

To support our ambition of becoming a top 3 protection provider we're looking for a Customer Journey Manager to join the team, where you'll be responsible 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 journeys.

What you’ll be doing:

  • Work Independently to understand end to end customer journey

  • Applies technical and business insight to elicit customer needs whilst working closely within the feature team to build detailed User Stories

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

  • Work with limited direct supervision and leads on creating Customer Journey and process maps (e.g. Visio)

  • Continually evaluate the effectiveness of the journey from a customer and business perspective

  • Display a continuous improvement approach to Customer Journey management

  • Coordinate and build cross-functional context and alignment on customer journeys

What you’ll need:

  • Proven experience in a Customer Journey Manager role or a similar role

  • Proven experience working with Protection platforms within financial services environments

  • Extensive experience mapping customer journeys or processes using industry standard tools such as Visio or Figma or Draw.io.

  • Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria).

  • Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences.

About working for us:

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

If you’re excited by the thought of becoming part of our team, get in touch. We’d 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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