Customer Journey Manager reference: 144679

Explore the Customer Journey Manager Opportunity at Lloyds Banking Group

This Customer Journey Manager role at Lloyds Banking Group presents a compelling opportunity for experienced professionals looking to make a tangible impact on internal colleague experiences. If you are passionate about understanding and improving how people interact with services, this position offers a dynamic and supportive environment to apply your expertise.

Key Advantages for Potential Candidates:

• Shape Meaningful Experiences: You will be at the forefront of designing and delivering efficient, colleague-led journeys. This involves directly influencing how over 60,000 colleagues experience the Group's products and services, making your role pivotal in enhancing their daily work lives.
• Champion the Voice of the Customer (Colleagues): The role places significant emphasis on actively listening to and advocating for the needs of colleagues. You will have the empowerment to gather feedback, conduct research, and translate insights into actionable improvements, ensuring their perspectives are central to decision-making.
• Drive Continuous Improvement and Innovation: This position offers the autonomy to challenge existing assumptions, identify opportunities for enhancement, and foster innovation. You'll be encouraged to share successes and contribute to the ongoing transformation of the Group.
• Collaborative Cross-Functional Environment: You will work closely with a variety of teams, including Product Owners, Engineers, and other stakeholders. This collaborative approach ensures that decisions are insight-driven and deliver real value to internal customers.
• Commitment to Flexibility and Well-being: Lloyds Banking Group strongly supports flexible working, offering hybrid options (at least two days per week in the office) and job sharing. This commitment extends to a comprehensive benefits package, including a generous pension, performance-related bonus, share schemes, ample holiday, and robust well-being initiatives.
• Focus on Diversity, Equity, and Inclusion: The Group is dedicated to building an inclusive workplace where everyone can thrive. They are a Disability Confident Leader and actively work to create an environment that values diversity in all its forms, offering reasonable adjustments throughout the recruitment process.

Key Considerations for Your Career Path:

• Location and Working Pattern: The role is based in Halifax and Leeds, with a hybrid working model. Candidates should be comfortable with spending a minimum of 40% of their time in one of these office locations.
• Experience and Skillset: The ideal candidate will possess experience in customer experience, service design, or product development. Strong analytical skills, the ability to interpret user data, and confidence in influencing across teams are essential. Familiarity with human-centred design and agile methodologies will be beneficial.
• Impact on Internal Customers: While the title is "Customer Journey Manager," the primary focus of this role is on the internal colleague experience. Candidates should be motivated by improving the working lives and efficiencies of their fellow employees.
• Salary and Benefits: The salary range of £59,850 - £66,500 reflects the senior nature of this role. The comprehensive benefits package offers significant long-term financial and lifestyle advantages.

The Customer Journey Manager role at Lloyds Banking Group is an excellent opportunity for individuals who are adept at understanding user needs, driving positive change, and thrive in a collaborative and supportive environment. If you are looking to contribute to a major financial institution's transformation and enhance the experience of its colleagues, this position warrants serious consideration for your career progression.