Customer Journey Manager

2 weeks ago

London, United Kingdom Lloyds Banking Group Full time

Our Mission

We're on a journey to build the bank of the future, and we need your help. We're continuing our extensive data transformation programme, redefining what a bank is from the inside out. Become part of our diverse team where you'll impact the lives of more than 26 million customers through brands including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows.

Why we're doing this?

We're committed to Help Britain Prosper and become the best bank for customers. As part of this, we're redefining our data and digital capabilities, providing customers with personalised, simpler, continuous interactions across online, mobile and branches. Our digital platforms (public website, mobile & tablet app, and internet banking website) are where the majority of customer and colleague interactions with the bank take place. They are becoming increasingly sophisticated with the introduction of public API's, growing numbers of devices to access them from and evolving operating systems.

Are you passionate about enhancing customer experience through creating powerful customer insight? We're looking for Customer Journey Managers to join our team, where you'll be responsible for understanding and optimising the end-to-end customer experience (both internal and external) to ensure the needs of the customer remain at the forefront of all journeys.

You'll play 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 role involves working with colleagues based on and offshore across multiple teams, across business functions, technology applications, and vendor solutions.

The Team

The Trade Execution Lab are a group of Product Owners, Integrators, Customer Journey Managers, Business Agility Leads and Engineers supporting the Markets business. We have a passion for the products we support, and a desire to improve the way we deliver change. We are hugely proud of the relationship we have built with our partners and users, adding visible value to the bank with our ability to react to change whilst keeping a strong focus on the ever growing regulatory environment. We work in an agile and collaborative manner, continuously learning, improving and sharing knowledge with the wider team.

What you'll be doing

Owning the journey means identifying customer needs, setting intent, developing roadmaps, and having a voice in refining backlogs and accepting changes into production. It also means monitoring and optimizing the customer experience and using feedback and data to drive continuous improvement.

Here's where you'll make a difference:

  • Independently understand and lead the end-to-end customer journey, documenting process maps and relevant guides to drive understanding.

  • Integrate insight and knowledge from disparate data, processes and systems which are relevant to the customer journey to continually evaluates the effectiveness of the journey from a customer and business perspective.

  • Drive a continuous improvement approach to your journey, coordinating cross-function and context to build alignment as required.

  • Working with the Product Owner and other key stakeholders, maintain a good horizon of valuable change for your Customer Journey(s)

  • Accept completed user stories that relate to the Customer Journey improvements in the backlog.

  • Measure and monitor outcomes, using performance feedback to inform future improvements to be added to the roadmap, driving future data requirements.

  • Work closely with Engineers on a day-to-day basis to shape the intent of the work, aligned to optimising the Customer Journey(s). You answer questions, clarify understanding and take away blockers & impediments relating to the challenges in delivering the changes to my Customer Journeys(s).

About you

  • Knowledge and experience of working across the business and engineering to define the E2E Payments and Swift journey, ideally in a Markets context

  • Strong background knowledge of all Swift Message Types and the trading products they relate to.

  • Experience of working with Payments ISO20022 message standards.

  • Experience of working with Swift Payments messaging formatting

  • Good understanding of Swift Industry Regulatory changes

What do you get in return?

We have the scale and breadth to provide you with a diverse range of training and development opportunities, helping you achieve an exciting and fulfilling career. Join us and be part of an inclusive, values-led culture that celebrates diversity, equal opportunity and provides opportunities for flexible working. You'll get to develop expertise in a wide range of data capabilities as well as come on our journey to Cloud based solutions. We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We support the principles of agile working and are happy to consider flexible working arrangements. We're an equal opportunity employer and deeply value diversity within our organisation. It also helps that we have a reputation for being a caring, encouraging employer, willing to support and invest in people as they move through life's phases and variety of challenges.

We're proud to have received the following industry recognition:

'Stonewall Top Private Sector Employer', 'Top10 Employer for Working Families', 'The Times Top 50 Employer for Women', 'Gold Standard' and "Best Workplace Adjustments Process" from the Business Disability Forum - each demonstrating our dedication to the principles of agile working and inclusion for all.

Sound like your ideal next workplace?

If you have the right skills, we're after and playing a key role in our continuing transformation programme appeals then get in touch.

We'd love to hear from you.

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