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Customer Journey Manager

3 months ago

Bristol, United Kingdom Lloyds Banking Group Full time

Key Details

JOB TITLE: Customer Journey Manager

LOCATION: Bristol

HOURS: Full-time

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 have an exciting opportunity for a Customer Journey Manager.

The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

About Us

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too

What you will be doing

Understand:

  • Independently understands the end-to-end journey

  • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

  • Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)

Optimise:

  • Continually evaluates the effectiveness of the journey from a customer and business perspective

  • Displays a continuous improvement mindset to their journey

Orchestration:

  • Coordinate cross functional alignment on journeys

  • Understand cross-functional context and build alignment as needed

What you'll need

The ideal candidate would have experience in:

  • IFRS17

  • Insurance Reporting

  • Google Cloud Platform

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.

If you'd like reasonable adjustments to be made to the recruitment process, just let us know.

We also offer a wide-ranging benefits package, which includes:

  • A generous pension contribution of up to 15%

  • An annual performance-related bonus

  • 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

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.