Customer Journey Manager, Lloyds
£68.2-75.8k
+ Annual performance related bonus + Share schemes
More information about location
2+ days a week in office
Retail and commercial bank
Job no longer available
Retail and commercial bank
1001+ employees
Job no longer available
£68.2-75.8k
+ Annual performance related bonus + Share schemes
More information about location
2+ days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- Demonstrates a deep understanding of customer-centric views and inspiring change; Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities
- Strong analytical and problem-solving skills to capture and interpret data; tracking key metrics and using data-driven insights to drive product and journey improvements
- Ability to shape and document features working with Solutions Architects and Product Owners
- Proficiency in mapping Customer Journeys and business processes using tools like Figma and Visio
- Proactive and self-motivated – ability to work independently and deliver results with limited supervision
- Strong Communication, storytelling and collaboration skills – fosters effective cross-functional teamwork across multiple locations, including offshore
- Proficient in agile methodologies, JIRA, and Confluence
- Skilled in Excel with basic formulas and PowerBi
- Ability to coach and mentor team members, including guiding and supporting others in their professional growth in this role
What the job involves
- A Customer Journey Manager opportunity has arisen at an exciting time within the Transport Platform as we progress through an inspiring journey to transform the customer experience & digitise our offering
- You’ll be working within the Direct-to-Consumer Feature Team, a key growth area for Transport, where you’ll have the opportunity to shape and influence motor financing journeys for our franchise customers under the Halifax, Lloyds and Bank of Scotland brands and improve existing digital journeys on the bank’s internet banking platform
- As a Customer Journey Manager, you’ll play a crucial role in product development by assisting the Product Owner and broader product team in understanding, measuring and orchestrating Customer Journeys
- With a keen focus on technology and integration across functions, you will work alongside your team to extract valuable insights and incorporate them into prioritisation approaches and design choices
- It will be your responsibility to ensure the needs of the customer are always at the forefront of all journeys, both internal and external
- Customer Journey Managers are crucial to the feature team’s delivery and are key members of the Lab
- Understanding: Independently grasp the end-to-end journey, integrating insights and knowledge from various data, processes, systems and relevant competitor landscape/best in class standards
- Lead the creation of Customer Journeys and process maps using tools such as Figma and Visio
- Optimising: Continually evaluate the effectiveness of the journey from both the customer and business perspective. Maintain a continuous improvement mindset to enhance our customer’s experience with clear alignment to the Lab / Platform purpose and Group Strategy
- Orchestration: Coordinate cross-functional alignment on journeys, understanding the context across different teams and platforms and building alignment as necessary
- Communicating: Build a network of positive relationships with a wide range of colleagues across multiple functions and teams (internal and external)
- Communicate to a variety of audiences in the form of customer journey creation, playbacks and lab / platform level show and tells
- You’ll be part of the Transport Platform team, which embraces a fun, inclusive, and diverse culture
- We celebrate colleague and team success and maintain a close working relationship with our Centre of Excellence teams
- HOURS: 35 hours, full time
Application process
- End Date: Tuesday 10 September 2024
Salary benchmarks
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy – including for its handling of PPI complaints in 2015, and the 2009 European Commission ruling that forced it to part ways with TSB – but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
Of the company’s 26 million customers, over 18 million of them are online, making it the largest UK digital bank. As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its current technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
Recently, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on FinTech Action Labs (a FinTech accelerator programme) to bring its industry expertise to early-stage FinTechs. As well as investment in digital transformation and AI, the company is enhancing its wealth product and corporate banking offerings, as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist
Insights
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company values
- We trust each other to achieve more together. We listen to, and are honest with, each other. We take things on, see them through, and give others the space and support to do the same.
- We put people first, and empower our colleagues to go the extra mile for our customers and communities. We treat everyone as individuals, and we don’t put processes ahead of real people’s needs.
- We embrace our differences to value everyone. We seek out diverse perspectives in order to learn about people’s different and changing needs, and to see how we can best support these.
- We’re bold and take action to drive the best outcomes for our customers. We champion ideas that move us forward, and we innovate for better results. We challenge things that aren’t right and make it our job to change them.
Company HQ
City of London, London, UK
Articles
Leadership
Charlie Nunn
(Group Chief Executive, not founder)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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