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Customer Journey Manager

1 month ago

Bristol, United Kingdom Lloyds Banking Group Full time

Description

At Lloyds we’re currently going through a significant period of change and growth. As art of this journey we have an opportunity for an experienced Customer Journey Manager to join us in Bristol.

The Customer Journey Manager plays a crucial role in product development, working with our Product Owners and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions.

Day to day you’ll be;

• 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.

• Leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

• Identifying business value through assured Reference & Master data for Finance & group customers using group strategic tools & technology.

• Lead process design, implementation and onboarding of customers through product delivery framework

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.

• Continually evaluates the effectiveness of the journey from a customer and business perspective.

• Coordinate cross functional alignment on data journeys and customer consumption requirements

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

What you’ll need

• Experience of working in a role where you have led with a continuous improvement mindset.

• Excellent stakeholder communication and management skills to bring the customer journey and product into alignment.

• Ability to translate customer requirements into product deliverables.

• Ability to integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.

• Experience of 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.

And any experience of these would be really useful

• Knowledge of Financial Services products and services

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.

Our continued commitment to helping Britain prosper means that as a colleague you can make a difference to customers, businesses and communities.

Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you'll continue to have opportunities to learn, grow and develop.

We're focused on creating a values-led culture, and our approach to inclusion and diversity means that we all have the opportunity to make a real difference, together.

As part of the Group's commitments as a result of ring-fencing legislation, colleagues based in the Crown Dependencies are required to be exclusively dedicated to the non-ring-fenced bank and its subsidiaries. This means that colleagues who are based in the Crown Dependencies would not be able to undertake roles for the Ring Fenced Bank from their existing location and would need to consider relocation when applying for roles.

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.