Private Cloud - Customer Journey Manager; CJM

Overview

Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. Works with limited supervision and leads on Customer Journey and process maps (e.g., Visio).

• Optimise:
  Continually evaluates the effectiveness of the journey from a customer and business perspective
• Displays a continuous improvement mindset to their journey
• Orchestration:
  Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Customer Journey Management:
  Proven ability to map, assess, and optimise journeys using data, research, and colleague insight
• Critical Thinking and Curiosity:
  Looks beyond surface-level issues, draws insight from diverse data sources (analytics, skills proficiency, personas, operational data, colleague sentiment). Challenges assumptions, investigates root causes, and connects complex dots across platforms, processes, and people to propose solutions and drive to implementation
• Data Assessment:
  Able to interpret skills data, proficiency distributions, assessment outcomes, and dashboards to shape improvements
• Collaborative and able to build positive working relationships
• Brings a positive, engaging approach to team interactions
• Storytelling:
  Excellent written and verbal communication - able to translate complex or technical concepts into clear, actionable narratives tailored to different audiences
• Technical knowledge including infrastructure is advantageous

We’re modernising with cloud, a platform that is quick, secure and resilient for customers and easy, modern and green for developers.

You’ll have a unique opportunity to be part of an ambitious team with the purpose of driving our tech modernisation agenda and enable us to become the biggest Fintech in the UK. The 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.

At Lloyds Banking Group, we  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  have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you  have many opportunities to learn, grow and develop.

We keep your data safe. So, we  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  always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We  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  building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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