Customer Journey Manager - PEC

JOB TITLE:  Customer Journey Manager

SALARY: £59,850pa to £86,600pa (Dependant on location and depth of experience)

LOCATIONS:  Halifax or London

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 one of our office sites

At Lloyds Banking Group, we're all driven by our purpose, to Help Britain Prosper. It's why we exist - it's our reason to get out of bed in the morning. The choices we make, our success and our future really matter. But the world is changing, fast. And we're changing too. It's never been a more exciting time to join us as we transform our business to shape finance as a force for good.
We're looking for a Customer Journey Manager 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.

Want to hear more?

Personalised Experiences and Communications (PEC) is a business platform that sits within Consumer Relationships and plays a critical role in supporting the achievement of the Group strategic view by working closely & collaboratively across the Platform leadership team to grow by protecting and deepening customer relationships.

PEC enables & delivers personalised customer communications & experiences across all channels, media and business areas supporting the Customer Relationship Growth strategy to deepen relationships with our customers across both the retail & commercial bank. This includes the data, analytics, and technology to unlock the value of differentiating our branded channel experiences, proposition, price and communication; as well as paper-free sustainable ambitions.

The key responsibilities of the role: 

• Independently understands the end-to-end journey. 

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

• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) 

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

• Displays a continuous improvement mindset to their journey. 

• Coordinate cross functional alignment on journeys. 

• Understand cross-functional context and build alignment as needed. 

About you

• Customer Centricity – Demonstrable years’ experience of promoting the value of customer outcomes on digital journeys, with your team and peers in a product or customer journey manager role.

• Customer Insights – Experience of drawing valuable insights from data sources and reports, translating data into requirements which gives a view of customer pain points and opportunities.

• Critical Thinking – Experience of using a systematic approach to derive the best solution, with awareness and biases and experience of prioritising problems and their possible solutions with colleagues and other stakeholders.

• Demonstrable experience of using JIRA and Confluence to deliver software features.

• A full understanding of the Software Development Life Cycle and Agile delivery; from assessing, designing, testing and implementing agreed solutions within the Agile Sprint framework.

It is desirable if you have proven experience in Customer Communications Management (CCM) and operational customer communications.

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're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. 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. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role. We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process 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!