Lead Customer Experience Manager

3 days ago

Bristol, Bristol, United Kingdom Lloyds Banking Group Full time
About This Opportunity

We're seeking a talented Lead Customer Journey Manager to join our Bristol-based team, driving the transformation of our commercial card products and delivering exceptional customer experiences.

As a key member of our team, you'll play a lead role in product development, working closely with the Product Owner and broader product team to understand, measure, and orchestrate change to customer journeys, focusing on technology and integration across functions.

Your Key Responsibilities
  • Develop and lead a team of Customer Journey Managers, driving performance and growth through effective coaching and mentoring.
  • Design and implement end-to-end customer journeys, documenting detailed customer journey and process maps.
  • Integrate insights and knowledge from disparate data, processes, and systems to understand and articulate customer journey performance.
  • Represent the customer during story creation and support the CJMs and extended team in defining and detailing desired customer outcomes.
  • Drive a continuous improvement approach for customer journeys, evaluating new innovations and customer expectations to remain relevant and competitive.
  • Collaborate with the Product Owner and other key partners to maintain a healthy backlog of valuable change for customer journeys.
What We're Looking For
  • Strong leadership and team management skills, with experience in driving performance and growth.
  • Excellent communication and partner management skills, with the ability to build long-lasting relationships.
  • Demonstrable experience in customer journey design and mapping, driving change and leading teams to excel.
  • Proficient in extracting and analyzing 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 ensuring everyone feels included and valued, regardless of background, identity, or culture.

We offer a wide-ranging benefits package, including a generous pension contribution, annual performance-related bonus, share schemes, and a range of wellbeing initiatives.

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