Customer Journey Manager

About this opportunity

At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll be at the heart of shaping experiences that matter—connecting insight, design, and delivery to ensure every journey is meaningful, efficient, and colleague-led.

You’ll be a passionate advocate for the Voice of the Customer—which for us means our 60,000+ colleagues. You’ll ensure their needs, frustrations, and aspirations are heard. Driving continuous improvement, you’ll be empowered to challenge assumptions, share successes, and make a real difference.

You’ll play a pivotal role in shaping colleague experiences across our products and services. You’ll work closely with Product Owners, Engineers, and colleagues to ensure that every decision is grounded in insight and delivers real value to our internal customers.

What you’ll be doing

• Champion the Voice of the Customer—bringing colleague feedback, sentiment, and lived experience into every conversation

• Conduct direct research with colleagues to understand their needs, struggles, and aspirations

• Facilitate workshops and co-create solutions with stakeholders

• Coordinate cross-functional alignment and delivery planning

• Influence design and product decisions to reflect colleague needs

• Track KPIs and measure experience effectiveness

• Find opportunities for continuous improvement and innovation

Why Lloyds Banking Group

We’re on an exciting journey to transform our Group and the way we’re shaping 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.

What you'll need

• Experience in customer experience, service design, or product development

• Strong analytical skills and ability to interpret user data

• Confidence to challenge and influence decisions across teams

• Familiarity with human-centred design and agile ways of working

• Excellent communication and stakeholder engagement skills

• A deep passion for listening to and amplifying the Voice of the Customer—our colleagues

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

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