Overview

End Date: Tuesday 16 September 2025

Salary Range: £59,850 - £66,500

Flexible Working Options: Hybrid Working, Job Share

Location: Edinburgh, Dundee or Leeds

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices.

Additional Information: This is a 12 month contract opportunity.

Job Description

Job Title: Customer Journey Manager (FTC/ Secondment)

About This Opportunity:

Join Lloyds Banking Group and be part of a team that’s transforming how we understand and improve customer experiences. Within our Consumer Duty Lab, we’re looking for a Customer Journey Manager to help us identify customer outcomes, uncover potential harms and define the KPIs that measure success. You’ll work alongside Product Owners, Data Analysts and Modellers to shape journeys that keep customer needs at the heart of everything we do.

As part of a dynamic feature team, you’ll play a leading role in interpreting insight and translating it into design choices and prioritisation strategies. You’ll collaborate across Product, Experience Design and Engineering to ensure the intended user experience is accurately represented, and you’ll drive continuous improvement across internal and external journeys.

What you’ll be doing

• Independently understand and optimise end-to-end customer journeys
• Integrate insights from data, processes and systems to inform journey design
• Lead the creation of customer journey and process maps using tools like Visio
• Evaluate journey effectiveness from both customer and business perspectives
• Champion a continuous improvement mindset across all touchpoints
• Coordinate cross-functional alignment to ensure journey success

Why Lloyds Banking Group

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Strong experience in customer journey mapping and process design
• Proven ability to integrate insights from multiple data sources
• Ability to work independently and lead on journey optimisation
• Confidence in using tools such as Visio or similar for mapping
• Experience collaborating across product, design and engineering teams
• A passion for improving customer outcomes and reducing potential harms

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 offer reasonable workplace adjustments for colleagues with disabilities, and a Disability Confident Leader status with interview guarantees for eligible applicants. We also provide adjustments during the recruitment process.

Benefits:

• 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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.

Data and culture statements

At Lloyds Banking Group, we’re driven by a clear purpose to help Britain prosper. We’ll keep your data safe and only collect confidential information when invited to interview or offered employment, with explanations provided as needed. We’re committed to a values-led culture and building a diverse, inclusive workplace.