Customer Journey Manager

We have an exciting opportunity to join Insurance, Pensions and Investments (IP&I) as a Customer Journey Manager within our General Insurance Platform. Our platform's mission is to support customers to protect the things they care about and help them get their lives back on track when things go wrong.

As a Customer Journey Manager (CJM), you'll play a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions.

What you'll be doing:

• Alongside the rest of the feature team, you'll play a key role in making sense of the Customer Journey insight and factoring it into prioritisation approaches and design choices.


• Take ownership 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.


• You'll be responsible for the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey efficiency.


• Collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
  
  Experience: Can lead on and understands the end-to-end Customer Journey. Integrates insights and knowledge from disparate data, processes, process maps (e.g Visio) and relevant systems.


• Change: Demonstrates good stakeholder management, developing and improving partner relationships to build consensus and improve delivery of change outcomes. Can utilise experience to lead conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.


• Flexibility: A teammate who demonstrates flexibility to contribute to the Platform Feature team, pro- actively working outside the job role profile to enable the delivery with the Feature team. i.e. happy to lead on the Feature Team cadences


• Agile: Validated experience of applying agile methods and tooling.


• Customer: Experience of anticipating customers' needs and using customer input and steer to present targeted, coordinated, and outcome-focused solutions and opportunities.
  
  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.


We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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 under-represented 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