Lead Customer Journey Manager - Commercial Cards

Do you want to drive the transformation of our commercial card's products, delivering for Clients and Colleagues? If so, we're currently seeking a Lead Customer Journey Manager to join our newly formed Bristol based team.

Commercial cards cover our new Cashback Business Credit and Charge card and our Corporate Card suite of products. We're on a journey to digitise, automate and transform our client experience for originations and servicing. There is lots to do!

This role is multifaceted, requiring an adaptable and superb communicator to lead a team of Customer Journey Managers working on one of our credit card products. You'll plays a lead role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating change to Customer Journeys with a focus on technology and on integrating across functions.

Your accountabilities will include:

• Develop a team of Customer Journey Managers, developing team performance and acting as a point of escalation.


• Mentor, support and develop your team to achieve personal and business objectives while actively delivering on multiple outcomes.


• Lead on end-to-end customer journey creation, documenting detailed Customer Journey and process maps.


• Integrate insights and knowledge from disparate data, processes and systems to help understand and articulate the performance of their journey.


• Represents the customer during story creation and supports the CJMs and the extended team in defining and detailing the desired customer outcomes.


• Displays a continuous improvement approach for their journey, evaluating new innovations and customer expectations, to remain relevant and competitive.


• Works collaboratively with the Product Owner and other key partners to maintain a healthy backlog of valuable change for their Customer Journey.
  
  Ability to lead a team of Customer Journey Managers, driving performance and growth through effective coaching


• Strong partner management skills, demonstrating the ability to build long lasting relationships.


• Demonstrable experience in customer journey design and mapping, driving change and leading teams to excel.


• Proficient in extracting and analysing key data sources, to ensure decisions and outcomes are made from sound foundations.


And any experience of these would be useful:

• Experience in Agile development working with both onshore and offshore teams.


• Knowledge of Retail or Commercial Credit Card products and journeys.
  
  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