Customer Focus Manager - Edinburgh, United Kingdom - Lloyds Banking Group

Description

We're on a journey to build the bank of the future, and we need your help. We're continuing our extensive data transformation programme, redefining what a bank is from the inside out.

Become part of our diverse team where you'll impact the lives of more than 26 million customers through brands including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows.

We're committed to Help Britain Prosper and become the best bank for customers.

As part of this, we're redefining our data and digital capabilities, providing customers with personalised, simpler, continuous interactions across online, mobile and branches.

Our digital platforms (public website, mobile & tablet app, and internet banking website) are where the majority of customer and colleague interactions with the bank take place.

Our Lab sits in the Payment Services Platform (PSP), where our mission is to provide compliant and efficient payments capabilities for the Group and help customers to move money confidently, quickly, and securely.

You'll play a role in product development, assisting the Product Owner & the product team in understanding, measuring & orchestrating Customer Journeys with a focus on technology and integrating across functions.

Alongside the rest of the team, the CJM plays a key role in making sense of this insight and using it in prioritisation and design choices.

Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer, technology or business journey.

Visio), documenting both technology and business journeys.
Continually evaluate the effectiveness of the journey from a Customer, technology & business perspective.
Understand cross-functional context and build alignment on customer, technology and business journeys as needed.
Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.

Problem Solving & Analytical skills - Takes action to implement the best solution, planning and directing activities from start to finish to put the solution in place.

Stakeholder Management - Develops and improves relationships to build consensus and improve delivery of change outcomes.

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 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.

We're disability confident.

We also offer a wide-ranging benefits package, which includes:

~ 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