Customer Journey Manager - Embedded Finance
Location: Chester, London or Leeds
Hours: Full time
Working Pattern: Hybrid, 40% (or two days) in one of our office hubs mentioned above
Salary Range: £57,546 - £63,940
End Date: October 20, 2024
About this opportunity
The Customer Journey Manager (CJM) plays a crucial role in product development; working with 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 leading 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 leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design, and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
- 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
- Coordinate cross-functional alignment on journeys
- Understand cross-functional context and build alignment as needed
What you’ll need
- Directs work efforts towards customer outcomes and continually reinforces messaging around Customer first. Uses experience to identify additional customer needs, unrecognised by customer and delivers these to plan and time.
- Ideally, you’ll have experience in the lending domain and familiarity with the regulatory environment surrounding lending.
- Experience in mapping out customer journey flows end to end, with integration points.
- Strong Collaborator skills - Uses personal impact and stakeholder positioning to build and sustain long-term relationships at all levels. Resolves stakeholder conflict, builds consensus, and influences outcomes.
- And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members.
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 also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual bonus award, subject to Group performance
- 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.
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