Overview

End date Wednesday 08 October 2025
Salary range £76,194 - £89,640
We support flexible working
Learn more about flexible working.
Agile Working Options Job Share; Hybrid Working

Job title: Lead Customer Journey Manager.
Salary: £76,200pa to £106,400pa (dependent on location and experience) plus an extensive benefits package.
Location: London or Bristol.
Hours: 35 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 the London or Bristol hubs.

We’re on an exciting journey to transform our Group and the way we shape finance for good. We’re focusing on the future—investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, including you!

About the team

At Lloyds Banking Group, we’re building the bank of the future – one that truly puts customers at the heart of every interaction. A key part of this ambition is our Customer Decisioning Lab, where we’re transforming how we use data and intelligence to deliver next best experiences (NBX).

About the role

As a Customer Journey Manager (CJM) in the Customer Decisioning Lab, you’ll play a central role in making this transformation real. You’ll lead a team of CJMs who are shaping, designing and optimising decisioned customer journeys across multiple channels and product areas. Your team will be the bridge between business goals, customer needs, and technical capability – ensuring that every journey we design is grounded in customer insight, enabled by data, and powered by our decisioning ecosystem. This is a leadership role with broad scope: you’ll guide and develop your team, set strategic priorities, and work closely 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 both 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-modelling 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 concepts like 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

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 bonus award, subject to Group performance
• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people?

Join our journey.