Customer Journey Manager

End Date

Salary Range

We support flexible working - click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Customer Journey Manager

SALARY: The salary banding for this role is £57, 546 - £63,940

LOCATION(S): Edinburgh

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.

About the team

Join our Digital Assets and Currencies (Paytech) Lab to develop and deliver innovative payment solutions and services for our customers and business. The Lab will focus on bringing real value to the Group by exploring opportunities in fields such as Digital Assets and Payments Data. Our aim is to provide customers and clients with products and services that meet their unique needs, going beyond our current product offerings.

The team works closely with industry groups and regulators to help Britain prosper while protecting the UK, the bank, and customers. We make extensive use of agile delivery techniques to release value and sustain service.

About this opportunity

Would you like to play an integral part in the future of Payments at Lloyds Banking Group?

We're looking for a Customer Journey Manager to join our Digital Assets and Currencies (Paytech) Lab, where our mission is to take Payments innovation to the next level. Through the exploration of Digital Assets, Currencies and enabling technologies, we strive to enhance customer experience and propositions, realising value in the process. Our Lab sits in the Payment Services Platform (PSP), which aims to provide compliant and efficient payments capabilities for the Group and drive innovation to enable customers to move money confidently, quickly and securely.

The Customer Journey Manager (CJM) plays 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. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

Here's where you'll make a difference:

• Identifying, mapping and continuously improving Customer Journeys relating to the advancement of future-focused Payment solutions and propositions

• Collaborating with Business Areas across our Group to develop truly innovative, value-adding customer experiences and propositions

• Creatively bringing insight, data and knowledge to prioritisation discussions ensuring the right customer outcome

We need someone who:

• Will apply their analytical mindset to define new customer journeys, and refine existing journeys, from a customer and business perspective

• Draws on prior analytical experience in a change environment

• Independently understands the end-to-end customer journeys, empathising with, and relating to, customer needs and behaviours

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

• Is enthusiastic and can lead the creation of Customer Journeys and process maps (e.g. Visio), working with limited supervision

• Displays a continuous improvement approach to their journey

• Understands cross-functional context and can build alignment on customer journeys as needed

What you'll need:

• Customer Centricity - Promotes the value of customer outcomes with the team and peers, ensuring work efforts achieve these. Anticipates customers' needs, using customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.

• Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.

• Stakeholder Management - Develops and improves relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading others to consider alternative views.

And the following would be really useful

• Experience of working within a Financial Services or FinTech organisation

• Encouraging collaborative, empowered teams, nurturing them to take ownership of the relevant outcomes

• Experience of Blockchain, Digital Assets or Distributed Ledger Technology

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

Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.