Customer Journey Manager

Job title: Customer Journey Manager

Location: Edinburgh

Salary: £57,546 - £70,334

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 Edinburgh office.

About this opportunity:

As Customer Journey Manager (CJM), you'll be part of our Core Banking and Payments Lab, which encompasses a wide range of products and key customer journeys designed to support our Business and Commercial Banking customers. This includes solutions for Domestic and International Payments, Billing, Deposits, and much more. Our lab is committed to continuous learning, improvement, and knowledge sharing within our wider team.

As CJM, you'll play a crucial role in product development, continually improving the experiences of our valued customers. Operating in a fast-paced environment, your collaborative approach and drive ensures high quality, innovative and customer-centric solutions.

What you’ll be doing:

• Within a feature team in an agile environment, you'll work in partnership with the Product Owner (PO), Engineers and the broader product team in prioritisation of approaches and design choices to deliver positive outcomes for our customers.
• Utilise your analytical abilities to integrate insights and knowledge from disparate data, processes, and systems relevant to the journey.
• Independently understand and optimise end-to-end customer journeys, owning 1 or more customer journeys.
• Show a consistent approach, continually evaluating the efficiency of the journey from both customer and business perspectives.
• Engage with the Product Owner in measuring and supervising outcomes to influence the product roadmap
• Accurately represent user experiences and design processes by working closely with colleagues from Product, Operations, Experience Design, and Engineering. Ensure needs and expectations of internal and external customers are consistently met and exceeded.

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:

• It’s crucial you have experience of mapping customer journeys and processes within UK Financial Services. Able to anticipate customers' needs and use customer input to present targeted, coordinated, and outcome-focused solutions and opportunities.
• A deep understanding of the fundamentals of change delivery and the principles of Agile development.
• An analytical approach with knowledge of tools such as Jira, Confluence, Figjam and Visio
• An understanding of digital, UX & UI practices.
• Design thinking and storytelling techniques. Initiative to implement successful solutions, collaborating and guiding a team as necessary, and planning and managing activities to accomplish the desired objective. Communicates the plan optimally with all customers.
• Confirmed Stakeholder Management. Able to develop and enhance relationships to build consensus and improve delivery of change outcomes. Use your experience to handle conflicting priorities by facilitating discussion and resolution, persuading interested parties to consider alternative views.

It would be highly beneficial if you had payments experience within the transformation market.

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