Overview

Lead Customer Journey Manager role at Lloyds Banking Group. This range is provided by Lloyds Banking Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range: £76,200pa to £89,600pa plus an extensive benefits package.

Location: Bristol. Hours: 35 hours, full time. Working pattern: Hybrid, spending at least two days per week, or 40% of your time, at the Bristol hub.

About the team

At Lloyds Banking Group, we're building the bank of the future with customers at the heart of every interaction. The Customer Decisioning Lab transforms how we use data and intelligence to deliver next best experiences (NBX).

About the role

As a Lead Customer Journey Manager (CJM) in the Customer Decisioning Lab, you will lead a team of CJMs shaping, designing and optimising decisioned customer journeys across multiple channels and product areas. You will bridge business goals, customer needs and technical capability to ensure journeys are grounded in customer insight, enabled by data, and powered by the decisioning ecosystem. This is a leadership role with broad scope: you will guide and develop your team, set strategic priorities, and collaborate with product, data and engineering partners to unlock value from our decisioning transformation.

Key responsibilities:

• Lead and inspire a team of Customer Journey Managers, supporting their growth, wellbeing and performance.
• Set the vision and roadmap for how customer journeys are designed and delivered within the Decisioning Lab.
• Oversee the design and optimisation of decisioned journeys that deliver next best experiences across channels.
• Partner with data and engineering teams to ensure journeys are enabled by modernised data and aligned with the capabilities of Pega CDH.
• Work with business stakeholders to prioritise journeys that deliver meaningful value for customers and the bank.
• Drive a culture of continuous improvement, using data, experimentation and feedback to refine journeys.
• Act as a senior leader in the lab — contributing to strategy, championing best practice, and role-modeling inclusive leadership.

About you

• Strong experience in customer journey design, journey management or decisioning.
• Proven leadership experience – able to lead teams, coach individuals, and foster a positive, inclusive culture.
• Experience working in data-driven environments — comfortable with data modernisation, personalisation or decisioning platforms.
• Excellent stakeholder skills — able to align business, technology and design communities.
• Track record of delivering customer-first, outcome-driven journeys at scale.
• Passion for helping customers and building experiences that are fair, transparent and impactful.

About working for us

We are committed to inclusion and diversity, aiming to reflect modern society and celebrate diversity in all forms. We welcome applications from under-represented groups and are disability confident. If you need reasonable adjustments to the recruitment process, please let us know.

Our benefits package includes: generous pension contribution up to 15%, annual bonus (subject to Group performance), share schemes including free shares, lifestyle benefits, 30 days holiday plus bank holidays, wellbeing initiatives and generous parental leave policies.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Finance and Information Technology

Industries

• Banking and Financial Services

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