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Customer Journey Manager
3 months ago
Description
JOB TITLE: Customer Journey Manager
LOCATION(S): Bristol
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
About this opportunity
We’re on an exciting journey and there couldn’t be a better time to join us as a Customer Journey Manager. We’re throwing out the rulebook on what we have done in the past and are changing at pace – which is where you come in.
The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive. We are committed to investing in the future, and over the next few years, we are embarking on an unbelievable transformative journey for our infrastructure, our customers, and your career.
Why should you join?
We have millions of customers that rely on our products and services every day. They rely on us to provide them with the best customer experience and journey every time they use us. This is why your role is so important 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. You’ll play a key role in making sense of insights and factoring it into prioritisation approaches and design choices.
Day to day you’ll be:
Independently understand the end-to-end customer journey. Integrating insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. Working with limited supervision and lead on Customer Journey and process maps (e.g Visio). Continually evaluating the effectiveness of the journey from a customer and business perspective. Displaying a continuous improvement mindset to your journey. Coordinating cross functional alignment on journeys and understand cross-functional context and build alignment as needed.About us
If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.
What you’ll need
It’s essential that you are comfortable influencing, challenging and can articulate the product vision, provide updates, and address any concerns or inquiries across technical and business teams, and stakeholders. Demonstrate a deep understanding of customer-centric views and driving change in a complex organisation. Strong analytical skills to gather and interpret data; tracking key metrics and using data-driven insights to drive product improvements. Experience in end-to-end customer journey management or related change roles in a complex organisation. Ability to provide coaching and mentorship to team members, including guiding and supporting others in their professional growth within the organisation. Domain knowledge in financial services or regulated environments would be great, but not essential.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.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes:
A generous pension contribution of up to 15% An annual bonus award, subject to Group performance 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 policiesWant to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
