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Lead Customer Experience Manager

2 months ago

Bristol, Bristol, United Kingdom Lloyds Banking Group Full time

About This Opportunity

We're seeking a Lead Customer Journey Manager to drive the transformation of our commercial card products, delivering exceptional experiences for clients and colleagues. This role requires a strong leader to develop a team of Customer Journey Managers, driving performance and growth through effective coaching and mentoring.

Your Key Responsibilities

  • Develop and implement customer journey maps to enhance the client experience.
  • Lead a team of Customer Journey Managers, providing guidance and support to achieve business objectives.
  • Collaborate with the Product Owner and other stakeholders to maintain a healthy backlog of valuable change for customer journeys.
  • Represent the customer's voice during story creation and support the team in defining and detailing desired customer outcomes.
  • Drive continuous improvement, evaluating new innovations and customer expectations to remain relevant and competitive.

What We Need from You

  • Proven experience in customer journey design and mapping, driving change and leading teams to excel.
  • Strong partner management skills, demonstrating the ability to build long-lasting relationships.
  • Ability to extract and analyze key data sources to inform decisions and outcomes.

About Working for Us

We're committed to creating a values-led culture and building a workforce that reflects the diversity of our customers and communities. We're focused on making a difference and empowering our people to innovate, explore possibilities, and grow with purpose.

Our Benefits Package

  • 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

Why Lloyds Banking Group?

We're an innovative, fast-changing business shaping finance as a force for good. We're committed to empowering our people to make a real difference and building a truly inclusive workplace where all colleagues have the opportunity to thrive.