Customer Journey Manager

Lloyds Banking Group

  • Bristol Area
  • £59,850-66,500 per year
  • Permanent
  • Full-time
  • 2 hours ago
End Date Thursday 18 September 2025Salary Range £59,850 - £66,500Flexible Working Options Hybrid Working, Job ShareJob Description Summary .Job DescriptionJob Title: Customer Journey ManagerLocation: BristolSalary: £59,850 - £66,500Hours: Full timeWorking Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Bristol office.About This Opportunity:Join Lloyds Banking Group and be part of a team that’s transforming how we use the power of data to enrich customer experiences. Within our Data Propositions Lab, we’re looking for a Customer Journey Manager to help us shape journeys that keep customer needs at the heart of everything we do.Step in to a multifaceted feature team within the Client Data & Analytics Platform, where you’ll take a leading role in shaping customer journeys for an exciting new product designed to support our Business & Commercial Banking customers. Working at the intersection of Product, Experience Design and Engineering, you’ll ensure the user experience is thoughtfully crafted and accurately delivered. Collaborating closely with the Product Owner, you’ll help bring innovative ideas to life, translating customer needs into seamless digital experiences that make a real impact.What you’ll be doing:
  • Lead the optimisation of end-to-end customer journeys, ensuring they meet user needs and business goals.
  • Collaborate across product, design and engineering teams to align journey design with intended user experience.
  • Integrate insights from multiple data sources to inform prioritisation and design decisions.
  • Use mapping tools to visualise journeys and see opportunities for improvement.
  • Champion continuous improvement and orchestrate across functional boundaries to enhance journey efficiency.
  • Ensure customer outcomes are considered in every stage of journey development and iteration.
Why Lloyds Banking Group:Like the modern Britain we serve, we're evolving. Investing billions in our people, data, and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too.What you’ll need:
  • Strong experience in customer journey mapping and process design within UK Financial Services, ideally within Business and Commercial Banking.
  • Proven ability to integrate insights/feedback from customers into the product roadmap.
  • Confidence using tools including Visio / Jira / Confluence
  • Experience collaborating across product, design and engineering teams.
  • Confirmed experience of working independently and leading on journey optimisation.
  • A passion for improving customer outcomes and reducing potential harms.
About working for us:Our ambition is to be the top tier UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.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.We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.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
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.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.

Lloyds Banking Group