Customer Journey Manager

3 weeks ago

Manchester, United Kingdom Lloyds Banking Group Full time

Description

JOB TITLE: Customer Journey Manager - Data

LOCATION: Chester, Halifax, Leeds or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

Consumer Lending are investing in building a best in class data team. This role will be critical to support the expansion of data products and capabilities cross the Consumer Lending platforms and business teams. This role will lead the efforts to understand the customer needs and strategies that arise from platforms such as Homes and Cards.

The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration.

The CJM is responsible for understanding and optimizing the end-to-end customer experience, ensuring customer needs are prioritized. They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency.

This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Key Accountabilities

Design and Optimize Customer Journeys: Collaborate with the Product Owner and product team to understand, measure, and orchestrate customer journeys, ensuring they align with our strategic objectives.

Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritization and design decisions.

Cross-Functional Collaboration: Work closely with various functions across the organization to seamlessly integrate technology and business processes.

Identifying process improvements: Recognize and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem solving skills.

Data management: Establish outstanding customer outcomes by ensuring routines are clear and documented.

Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.

Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.

Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.

Conducting research activities: Support outcomes by carrying out research using existing systems and protocols.

Evaluating proposals: Analyze and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.

Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system

Here's how you'll make the difference in this exciting role...

Demonstrable experience in product management, with a focus on customer journey mapping and optimization.

Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies.

Excellent written and verbal communication skills tailored to various audiences.

Strong grasp of technology and its utilization in improving customer experiences.

Demonstrated ability to identify and implement process improvements.

Capability to work within established data management systems and procedures.

Dedication to personal growth and fostering the growth of others.

Flexibility: Ability to thrive in a fast-paced, dynamic environment and effectively prioritize tasks.

Strong problem-solving abilities with a proactive approach to identifying and addressing challenges.

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 policies

Want 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.

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