Customer Journey Manager

A Customer Journey Manager opportunity has arisen at an exciting time within the Transport Platform as we progress through an inspiring journey to transform the customer experience & digitise our offering. You'll be working within the Direct-to-Consumer Feature Team, a key growth area for Transport, where you'll have the opportunity to shape and influence motor financing journeys for our franchise customers under the Halifax, Lloyds and Bank of Scotland brands and improve existing digital journeys on the bank's internet banking platform.

As a Customer Journey Manager, you'll play a crucial role in product development by assisting the Product Owner and broader product team in understanding, measuring and orchestrating Customer Journeys. With a keen focus on technology and integration across functions, you will work alongside your team to extract valuable insights and incorporate them into prioritisation approaches and design choices. It will be your responsibility to ensure the needs of the customer are always at the forefront of all journeys, both internal and external.

What will I be doing?

Customer Journey Managers are crucial to the feature team's delivery and are key members of the Lab. You'll make a difference by:

• Understanding: Independently grasp the end-to-end journey, integrating insights and knowledge from various data, processes, systems and relevant competitor landscape/best in class standards. Lead the creation of Customer Journeys and process maps using tools such as Figma and Visio.


• Optimising: Continually evaluate the effectiveness of the journey from both the customer and business perspective. Maintain a continuous improvement mindset to enhance our customer's experience with clear alignment to the Lab / Platform purpose and Group Strategy


• Orchestration: Coordinate cross-functional alignment on journeys, understanding the context across different teams and platforms and building alignment as necessary


• Communicating: Build a network of positive relationships with a wide range of colleagues across multiple functions and teams (internal and external). Communicate to a variety of audiences in the form of customer journey creation, playbacks and lab / platform level show and tells


You'll be part of the Transport Platform team, which embraces a fun, inclusive, and diverse culture. We celebrate colleague and team success and maintain a close working relationship with our Centre of Excellence teams.

Why Lloyds Banking Group

From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose.

Are you passionate about Customer Journey Optimisation, have a keen interest in cars and the transport industry and are excited to work in a fast paced and innovative environment? If so, then this may be the role for you!,
• Demonstrates a deep understanding of customer-centric views and inspiring change; Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.


• Strong analytical and problem-solving skills to capture and interpret data; tracking key metrics and using data-driven insights to drive product and journey improvements


• Ability to shape and document features working with Solutions Architects and Product Owners


• Proficiency in mapping Customer Journeys and business processes using tools like Figma and Visio


• Proactive and self-motivated - ability to work independently and deliver results with limited supervision


• Strong Communication, storytelling and collaboration skills - fosters effective cross-functional teamwork across multiple locations, including offshore


• Proficient in agile methodologies, JIRA, and Confluence.


• Skilled in Excel with basic formulas and PowerBi


• Ability to coach and mentor team members, including guiding and supporting others in their professional growth in this role.
  
  Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.


We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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.

And it's why we especially welcome applications from underrepresented groups.

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

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


Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey.