Customer Journey Manager

End Date

Thursday 20 November 2025

Salary Range

£0 - £0

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

Flexible Working Options

Hybrid Working

Job Description Summary

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Job Description

JOB TITLE: Customer Journey Manager

SALARY: £39,825 to £44,250

LOCATION: 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 our Edinburgh office.

About the opportunity

We're the Protection Platform and our platform aims to push boundaries to transform the business in delivering high quality, efficient and impactful outcomes for customers within the Protection Market. 

To support our ambition of becoming a top 3 protection provider we're looking for a Customer Journey Manager to join the team. You'll be 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. 

We’re a collaborative and forward-thinking team, committed to improving the protection experience for our customers through innovation, digital enablement, and strategic delivery. Whether it's enhancing underwriting journeys, launching new propositions, or shaping the future of income and critical illness protection, our platform is where bold ideas meet real impact. Join us to be part of a team that’s not only setting new standards but also shaping the future of protection across the Group. 

A Customer Journey Manager will be able to display the following behaviours and competencies 

• The ability to identify and works collaboratively to ensure a seamless customer experience 

• Seeks feedback, analyses metrics and implement improvements to enhance the customer journey over time 

• Advocates for the customer to ensure their needs are understood and addressed effectively 

• A good communicator, capable of delivering clear messages to a variety of team members, both verbally and in writing 

What you’ll be doing:

• Understand the end to end journey with support 
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey 
• Work with supervision and lead on Customer Journey and process maps (e.g Visio) 
• Continually evaluate the effectiveness of parts of the journey from a customer and business perspective  
• Often display a continuous improvement mindset to their journey Orchestration 
• Coordinate cross functional alignment on journeys 
• Understand cross-functional context and build alignment as needed 
• Feature team support as part of the product delivery  

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 we need from you:

• You're Customer Centric - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments. 
• Strong Problem Solver - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.  
• Good Stakeholder Management - Builds positive stakeholder relationships to support own and team’s work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues. 
• And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members 

About working for us!

Our ambition is to be the leading 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
• 28 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. 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.