Lead Customer Journey Manager - Commercial Cards
Location: Bristol
Time Type: Full time
Posted On: Posted Yesterday
Job Requisition ID: 118110
End Date: Tuesday 01 October 2024
Salary Range: £73,262 - £86,190
Flexible Working Options: Hybrid Working, Job Share
About This Opportunity
Do you want to drive the transformation of our commercial card’s products, delivering for Clients and Colleagues? If so, we're currently seeking a Lead Customer Journey Manager to join our newly formed Bristol based team.
Commercial cards cover our new Cashback Business Credit and Charge card and our Corporate Card suite of products. We're on a journey to digitise, automate and transform our client experience for originations and servicing. There is lots to do!
This role is multifaceted, requiring an adaptable and superb communicator to lead a team of Customer Journey Managers working on one of our credit card products. You'll play a lead role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating change to Customer Journeys with a focus on technology and on integrating across functions.
Your Accountabilities Will Include:
- Develop a team of Customer Journey Managers, developing team performance and acting as a point of escalation.
- Mentor, support and develop your team to achieve personal and business objectives while actively delivering on multiple outcomes.
- Lead on end-to-end customer journey creation, documenting detailed Customer Journey and process maps.
- Integrate insights and knowledge from disparate data, processes and systems to help understand and articulate the performance of their journey.
- Represent the customer during story creation and support the CJMs and the extended team in defining and detailing the desired customer outcomes.
- Display a continuous improvement approach for their journey, evaluating new innovations and customer expectations, to remain relevant and competitive.
- Work collaboratively with the Product Owner and other key partners to maintain a healthy backlog of valuable change for their Customer Journey.
What We Need From You:
- Ability to lead a team of Customer Journey Managers, driving performance and growth through effective coaching.
- Strong partner management skills, demonstrating the ability to build long-lasting relationships.
- Demonstrable experience in customer journey design and mapping, driving change and leading teams to excel.
- Proficient in extracting and analysing key data sources, to ensure decisions and outcomes are made from sound foundations.
And Any Experience of These Would Be Useful:
- Experience in Agile development working with both onshore and offshore teams.
- Knowledge of Retail or Commercial Credit Card products and journeys.
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.
At Lloyds Banking Group, We're Driven by a Clear Purpose; To Help Britain Prosper.
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.
About Us
For over 320 years we’ve been making a difference to the lives of customers, businesses and communities. With us, you’ll be helping Britain prosper.
You’ll be part of an ever-changing industry, playing a key role in shaping the financial services of the future whilst supporting our customers’ changing needs.
#J-18808-Ljbffr