Customer Journey Manager (FTC/ Secondment)

Customer Journey Manager (Fixed-Term Contract/Secondment) - Shape the Future of Customer Experience at Lloyds Banking Group

This is an exceptional opportunity for a talented Customer Journey Manager to join Lloyds Banking Group on a 12-month fixed-term contract or secondment. If you are passionate about understanding and enhancing customer experiences, and thrive in a dynamic, innovative environment, this role offers a significant platform to make a tangible impact.

About the Role:

Joining the Consumer Duty Lab, you will be instrumental in transforming how Lloyds Banking Group understands and improves customer journeys. Your core responsibility will be to identify desired customer outcomes, proactively uncover potential harms, and define the key performance indicators (KPIs) that will measure success. Working collaboratively within a feature team, you will partner closely with Product Owners, Data Analysts, and Modellers to ensure customer needs are at the forefront of all journey design and optimisation efforts.

You will play a leading role in interpreting insights, translating them into actionable design choices, and shaping prioritisation strategies. This involves close collaboration across Product, Experience Design, and Engineering teams to ensure that the intended user experience is accurately realized and to drive continuous improvement across both internal and external customer touchpoints.

Key Responsibilities Include:

• Independently understanding and optimising end-to-end customer journeys.
• Integrating insights from data, processes, and systems to inform journey design.
• Leading the creation of comprehensive customer journey and process maps (e.g., using Visio).
• Evaluating journey effectiveness from both customer and business perspectives.
• Championing a continuous improvement mindset across all touchpoints.
• Coordinating cross-functional alignment to ensure the success of customer journeys.

Advantages for Your Career Path:

This role offers a wealth of advantages for candidates looking to advance their careers:

• Impactful Work: Contribute directly to the transformation of customer experiences at one of the UK's leading financial institutions, aligning with the purpose of helping Britain prosper.
• Skill Development: Gain deep experience in customer journey mapping, process design, and KPI definition within a regulated environment.
• Cross-Functional Collaboration: Work alongside diverse teams including Product, Data, Design, and Engineering, broadening your understanding of the product lifecycle.
• Consumer Duty Expertise: Develop specialised knowledge and practical application of Consumer Duty principles in a real-world context.
• Flexible Working: Lloyds Banking Group offers a supportive hybrid working model, allowing for a balance between office-based collaboration and remote flexibility (minimum two days per week or 40% in office).
• Career Growth: The scale and reach of Lloyds Banking Group provide ample opportunities for learning, growth, and potential future career development within the organisation.
• Competitive Remuneration: A strong salary range of £59,850 - £66,500 reflects the importance and expertise required for this role.

Key Considerations for Candidates:

To excel in this role, candidates should possess:

• Proven Experience: Strong, demonstrable experience in customer journey mapping and process design is essential.
• Data Integration Skills: A proven ability to synthesise insights from multiple data sources is crucial for informing design decisions.
• Independent Leadership: The confidence and capability to work independently and lead on journey optimisation initiatives.
• Mapping Proficiency: Experience using tools such as Visio or similar for process and journey mapping.
• Collaborative Spirit: A track record of successful collaboration across product, design, and engineering teams.
• Customer Advocacy: A genuine passion for improving customer outcomes and proactively mitigating potential harms.
• Contract Nature: This is a 12-month fixed-term contract or secondment, offering a focused and impactful period of contribution.
• Location Flexibility: The opportunity is available in Edinburgh, Dundee, or Leeds, with a hybrid working model.

Why Lloyds Banking Group?

Lloyds Banking Group is committed to being an innovative, fast-changing business that champions finance as a force for good. They empower their people to innovate, explore possibilities, and grow with purpose. Their ambition to be the leading UK business for diversity, equity, and inclusion is evident in their initiatives and commitment to creating an environment where everyone can thrive, learn, and develop. As a Disability Confident Leader, they offer guaranteed interviews for eligible candidates with disabilities and provide reasonable adjustments throughout the recruitment process.

The role comes with a comprehensive benefits package, including a generous pension contribution, annual performance-related bonus, share schemes, adaptable lifestyle benefits, generous holiday entitlement, and robust wellbeing and parental leave policies.

If you are ready to make a significant contribution to customer experience, develop your skills, and grow within a purpose-driven organisation, we encourage you to explore this exciting opportunity.