Senior Customer Journey Manager

Lloyds Banking Group • Edinburgh, UK • 1d ago

JOB TITLE: SeniorCustomer Journey manager

SALARY:£78,098-91,880 pa

LOCATION:Edinburgh

HOURS:Full-time– 35 hours per week

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

ABOUT THIS OPPORTUNITY

We’regrowing our team and are looking for2x Customer Journey Managersto join our Digital Cards & Ways to Pay Lab, shaping end-to-end journeys used by35m+ debit and credit cardholders and 22m+ digitally active customers across the UK.

You’llown and improve customer journeys acrossdigital card servicing and digital wallet experiences, from in-app card management (such as viewing card details, PIN retrieval,controlsand limits) through toDigital Wallet enrolment and usage. Using data,insightand customer feedback,you’llidentifyfriction, uncover customer pain points, and drive meaningful improvements at scale.

Working closely with Product Owners, Engineers, Designers and Researchers,you’llturn complex, regulated journeys intosimple,intuitiveand secure experiencesthat customers trust and rely on every day.

You’llbe expected to lead through influence, coach others, and help build a strong, diverse talent pipeline.

ABOUT WHAT YOU’LL BE DOING

In these roles, you can be expected to:

Confidently understand end-to-end customer journeys andlead the creation and ongoing ownership of high-quality customer journey and process maps

Integrate insights and knowledge frommultiple data sources,systemsand feedback loops (including analytics,complaintsand customer insight) to build a holistic view of the customer journey

Continually evaluate the effectiveness of journeys from both acustomer and commercial perspective, using data-led insight to inform decisions

Display astrong continuous improvementmentalitychallenging the status quo productively andspottingopportunities to simplify and enhance journeys

Coordinate and influencecross-functional alignmentacross Product, Engineering, Design and Research teams

Define data requirements andidentifydata gaps, working with delivery teams to ensure journeys are built and instrumented in a way that enables performance tracking

Own journeys from ideation through delivery, launch and ongoing optimisation, supporting iterative value release

Lead and develop other Customer Journey Managers throughcoaching, mentoring and knowledge sharing, championing customer-centric thinking across the organisation

Operate confidently in ambiguity, particularly when shaping new journeys where data, solutions or paths forward are not yet defined

WHAT YOU’LL NEED

We encourage applications from candidates with varied backgrounds and experiences. As a minimum however,we’dneed to you todemonstratethe below in your application and cover letter(we’dstrongly encourage you to write a cover letter discussing how you meet thebelow criteria).

Strategic Mindset&journey mapping

A strategicapproach, with the ability toset direction for customer journey optimisationandalign it to wider organisational goals, ensuring decisions consistently place the customer at the centre

Deepexpertiseinjourney mapping, including identifying customer actions, touchpoints, emotions, pain points,risksand opportunities

Curious &committed to continuous learning

Curiosity about customer behaviour,digitalbankingand the future of payments, with a genuine interest in how customers choose to pay and manage their money

Comfortablewithconstructively challenging the status quo,working with ambiguity, open to feedback, and committed tocontinuous learning andimprovement

Data analysis,storytelling& visualisation tools

Strong analytical capability, with the ability todefine required data, interrogate journey performance and use insight to tell clear, compelling stories

Adeptat using tools such asAdobe Analytics, Tableau, Figma andFigJamto understand journey performance,visualise insightsand relay them to others

Collaboration & influencing skills

Excellent collaboration skills, working effectively inmulti-disciplinary product teamsincluding Product Owners, Engineers, Designers and Researchers

Aninfluential communication style, able to engage seniorleaders, build alignment and explain complex journey challenges clearly

Technology Digital/Mobile products& Agile ways of working

A solid understanding of products,platformsand technology, and how they enable or constrain customer experiencesand exposure toworking withdigital or mobile products, ideally within banking,paymentsor other regulated environments (though this is not essential)

Experience working in agile or product-centred delivery environments, comfortable prioritising, sequencing work and supporting iterative delivery

Leadership

Leadership and coaching strengths, with the ability to mentor others, build capability andlead through influence rather than hierarchy

ABOUT WORKING FOR LLOYDS BANKING GROUP

We want to create the best working environment we can! We will provide you with a diverse, energising, and informal environment that focuses on equal opportunity and supports career progression.

This is a hybrid working role which is a balance of time in the office at a hub location and working from home. It is about entrusting colleagues to think innovatively about how, when and where they work, to deliver theirvery best.

We will provide you with a diverse, energising, and informal environment that takes a strong focus on equal opportunity and supports career progression on all levels. Enhancing your personal and professional development is something that isvery importantto us, and we will work with you to make a positive difference to the overall teams' mission. We want you to learn, grow & develop to become the best possible version of yourself.

We'llensure that individuals with disabilities are provided suitable accommodation toparticipatein the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Our approach to inclusion and diversity means that we all can make a real difference, together!

Ifyou’recustomer-obsessed, insight-led, collaborative, and excited about making an impact at scale in a driven, agile team,we’dlove to hear from you.

Come build the digital journeys our customers rely on every day!

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