Customer Journey Manager - London, United Kingdom - Lloyds Banking Group

Lloyds Banking Group London, United Kingdom

3 weeks ago

Permanent Accounting / Finance

Description

End Date

Tuesday 04 June 2024

Salary Range

£57,546 - £63,940

We Support Flexible Working Options

Hybrid Working
Job Share

Job Description Summary

JOB TITLE: Customer Journey Manager - Strategic Ledger Lab Finance
LOCATION(S): Bristol or Edinburgh
HOURS: Full time
WORKING PATTERN: Our work style is hybrid, involving spending at least two days per week or 40% of our time.

The Customer Journey Manager plays a vital role in product development, collaborating with the Product Owner and the wider product team to comprehend, measure, and coordinate Customer Journeys with a focus on technology integration across functions. Alongside the feature team, this role is instrumental in analyzing insights, prioritization approaches, and design decisions.

Responsible for understanding and enhancing the end-to-end customer experience, both internal and external, ensuring customer needs are prioritized in all journeys. Leading continuous journey improvement and aligning across functions for journey effectiveness.

Collaborates with Product, Experience Design, and Engineering colleagues to ensure accurate representation of user experience and journey/process design.

Job Description

Role Responsibilities:

Understands:
- Independently understands the end-to-end journey
- Integrates insights and knowledge relevant to the customer journey
- Leads Customer Journey and process mapping
Optimize:
- Evaluates journey effectiveness from both customer and business perspectives
- Demonstrates a continuous improvement mindset
Orchestration:
- Coordinates alignment on journeys across functions
- Builds cross-functional alignment as necessary
- Delivers outcomes for area of responsibility within established systems
- Conducts research using primary data sources for analysis
- Identifies process/system shortcomings and implements change management
- Writes and edits materials tailored to target audiences
- Develops personal capabilities and coaches others
- Meets customer needs for products/services and supports customer advisor teams
- Develops elements of strategic planning with guidance

About Working for Us

Our focus is on building an inclusive organization that embraces diversity. We encourage belonging and excellence regardless of background or identity. We prioritize diversity in senior roles, offer menopause health benefits, and support initiatives such as Working with Cancer. We welcome applications from under-represented groups and provide disability support.

Benefits Package Includes:

Generous pension contribution
Annual performance-related bonus
Share schemes
Discounted shopping
30 days holiday plus bank holidays
Wellbeing initiatives and parental leave policies

If you are looking for a career where you can make a positive impact while learning and growing, apply today to discover more.

About Lloyds Banking Group

Lloyds Banking Group's purpose is to help Britain prosper. Join us in shaping the future of financial services and seize opportunities to develop and grow within our Group.

Your data is safe with us; we only request confidential information after your interview invitation or upon accepting an offer. Our focus is on a values-led, diverse workforce where every colleague can contribute meaningfully.

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