Overview

Join to apply for the Customer Journey Manager role at Lloyds Banking Group.

Job Details

• JOB TITLE: Customer Journey Manager
• SALARY: as per pay range (£59,850 - £66,500 per annum)
• LOCATION: Bristol Harbourside
• ADDITIONAL LOCATION: Edinburgh Princess Exchange
• HOURS: Full Time, 35 hours per week
• WORKING PATTERN: Hybrid – spending at least two days per week at an office site

Job Description Summary

We’re looking for 3 Customer Journey Managers who are passionate about new technology to join our new AI Evolution Team in the Data, Applications, and Solutions (DAS) Lab within the Finance Platform. This new team is pioneering AI across Group Finance, working on cutting edge technology supporting colleagues transform their working processes. Within the Finance Platform we have numerous labs supporting our Finance colleagues, Business colleagues, Regulators, and other statutory bodies where together we strive to create better data, reporting and user experiences on our core and strategic architecture. The DAS Lab is a new addition, with the AI Evolution Team at the start of their journey, being created in early 2025 and bringing a new Centre of Excellence to Finance. This is a unique opportunity to contribute to Group Finance’s journey into AI and the capabilities it will unlock across the Finance business teams. We work in an agile, collaborative environment with a focus on continuous learning, improvement, and knowledge sharing.

Key Details

• JOB TITLE: Customer Journey Manager
• LOCATION: Bristol Harbourside; ADDITIONAL LOCATION: Edinburgh Princess Exchange
• HOURS: Full Time, 35 hours per week
• WORKING PATTERN: Hybrid

Day to day responsibilities

• Independently understand end-to-end journeys.
• Integrate insights from disparate data, processes and systems relevant to the customer journey.
• Lead on crafting customer journey and process maps (e.g. Visio) with limited supervision.
• Evaluate journeys for effectiveness and optimisation options.
• Assist the Product Owner in prioritisation by identifying areas where AI/product teams could support (including Big Room Planning).
• Support value identification and collation that aligns to solution design.
• Provide help to the Quality Engineer in writing and recording test scripts.
• Coordinate business readiness activity and defect management.
• Value measuring and continuous improvement of journeys.
• Coordinate cross-functional alignment on journeys.

What You’ll Need

Experience of working in

• an Agile environment in one or more of Finance, Data, systems and/or change

Characteristics

• Ability to work at pace, engage diverse stakeholders, be organised, resilient, manage priorities and be a team player.
• An enquiring mind and motivation to learn and understand processes and systems.

Skills

• Customer Centricity – Promotes value of customer outcomes and ensures work efforts achieve these outcomes.
• Problem Solver – Takes action to implement the best solution and leads activities from start to finish.
• Stakeholder Management – Builds consensus and handles conflicting priorities.
• LBG Values – Demonstrates and promotes values and behaviours within the team.

About Working For Us

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. 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, as a Disability Confident Leader, 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.

Benefits

• Generous pension contribution of up to 15%
• Annual performance-related bonus
• Share schemes including free shares
• Flexible benefits to suit your lifestyle
• 30 days’ holiday, with bank holidays on top
• Wellbeing initiatives and generous parental leave policies

Additional

At Lloyds Banking Group, we’re driven by a clear purpose to help Britain prosper. We keep your data safe and will only request confidential information once you are invited to interview or have received a verbal offer. We are focused on creating a values-led culture and a diverse, inclusive workplace.