Customer Journey Manager

Job title: Customer Journey Manager

Location: Edinburgh

Salary: £59,850 - £66500

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 one of our office sites.

About this 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, where 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.

What you’ll be doing:

• Work Independently to understand end to end customer journey

• Applies technical and business insight to elicit customer needs whilst working closely within the feature team to build detailed User Stories

• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Work with limited direct supervision and leads on creating Customer Journey and process maps (e.g. Visio)

• Continually evaluate the effectiveness of the journey from a customer and business perspective

• Display a continuous improvement approach to Customer Journey management

• Coordinate and build cross-functional context and alignment on customer journeys

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:

• Proven experience in a Customer Journey Manager role or a similar role

• Proven experience working with Protection platforms within financial services environments

• Extensive experience mapping customer journeys or processes using industry standard tools such as Visio or Figma or Draw.io.

• Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria).

• Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences.

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!