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Customer Experience Strategist

2 months ago

Leeds, Leeds, United Kingdom Lloyds Banking Group Full time

About this Opportunity

We are seeking a skilled Customer Journey Manager to join our Insurance, Pensions and Investments team at Lloyds Banking Group. As a key member of our General Insurance Platform, you will play a crucial role in product development, assisting 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.

Key Responsibilities

  • Work alongside the feature team to make sense of Customer Journey insight and factor it into prioritisation approaches and design choices.
  • Take ownership 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.
  • Be responsible for the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey efficiency.
  • Collaborate with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Requirements

  • Experience leading on and understanding the end-to-end Customer Journey, integrating insights and knowledge from disparate data, processes, process maps and relevant systems.
  • Demonstrate good stakeholder management, developing and improving partner relationships to build consensus and improve delivery of change outcomes.
  • Be flexible to contribute to the Platform Feature team, proactively working outside the job role profile to enable the delivery with the Feature team.
  • Validated experience of applying agile methods and tooling.
  • Experience of anticipating customers' needs and using customer input and steer to present targeted, coordinated, and outcome-focused solutions and opportunities.

About Working for Us

We are committed to building a workforce that reflects the diversity of the customers and communities we serve. Our focus is to ensure we're inclusive every day, building an organisation that 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.

We offer a wide-ranging benefits package, which includes a generous pension contribution, an annual performance-related bonus, share schemes, benefits you can adapt to your lifestyle, 30 days' holiday, and a range of wellbeing initiatives and generous parental leave policies.