Customer Journey Manager

Job title: Lead Customer Journey Manager 

Location: Leeds 

Salary: £73,262 - £94,809 

Hours: Full time 

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Leeds office. 

About this opportunity: 

We're looking for a Lead Customer Journey Manager (CJM) to join our team, where you'll 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. 

The “Stockbroking Lab” supports Halifax Share Dealing Ltd. which is the Retail Direct to Customer Execution only investment business of Lloyds Banking Group, providing investment products across the Groups’ well-known brands including Lloyds, Halifax and Bank of Scotland. 

We deliver on a variety of initiatives using agile tools and methodologies to iteratively release value for Customers and the Group, aligning to our purpose of Help Britain Prosper; the lab and our colleagues are making a difference individually and collectively, through the work we do to get the right outcomes for the customer. 

As our Lead CJM, you'll collaborate with your team in crafting, building and delivering initiatives that achieve outstanding customer results. 

What you’ll be doing: 

• You'll play a pivotal role in crafting new digital journeys for both customers and colleagues as we modernise our technology and journeys. 

• Leverage data and management information (MI) to pinpoint areas for enhancement, focusing on changes that will drive significant customer benefits. Continuously evaluate the effectiveness of the journey from both customer and business perspectives, embodying an attitude of continuous improvement. 

• Create detailed customer journey maps to communicate information concisely, champion a shared vision from the customer’s perspective, connect the dots across the organisation, and build consensus on the best ways to enhance the customer experience. 

• Ensure that customer journeys are thoroughly understood and well-documented, and that the feature team accurately translates these journeys during the build phase. 

• Collaborate to shape the roadmap, aligning it with the needs and expectations of both the customer and the business. 

• Direct a team of CJMs to coach and mentor them to succeed in workstreams supervised by you. 

Why Lloyds Banking Group:

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too! 

What you’ll need: 

• Extensive experience in leading customer journeys and promoting the value of customer outcomes, anticipate needs, and present targeted, outcome-focused solutions. 

• Line management experience and leading teams, showcasing the ability to coach and mentor those working with you. 

• Experience creating detailed outputs and design documentation including scope and requirements using tools such as FIGMA. 

• Experience in the investments' segment in the UK is needed with a special focus on digital and product development due to regulatory requirements. 

• Shown experience of agile delivery using tools like JIRA, with experience breaking down the work with the feature teams into increments ensuring the vision is understood and interpreted correctly. 

• Strong analytical skills to collect and analyse data, leading all aspects of important data points and using data-driven insights to improve product performance. 

• The ability to lead workshops and meetings with collaborators from across the business and varying levels of seniority and being able to influence in these sessions and challenge back to ensure the product vision is protected. 

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 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 

If you’re excited by the thought of becoming part of our team, get in touch. 

We’d love to hear from you