Senior Customer Journey Manager

Job Description Summary

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JOB TITLE: Customer Journey Manager

SALARY: £76,194 - £89,640

LOCATION: Manchester

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 office site listed above.

This is a unique opportunity to work at the cutting edge of AI within the Group, helping define the blueprint for next-generation operations.

We’re the newly formed Hive Lab, an integral part of the amazing Colleague Channels Platform. Our mission is to innovate and enhance customer journeys and drive growth by leveraging cutting‑edge Agentic AI solutions. We take pride in our strong culture, with a key focus on inclusivity, innovation, and continuous learning.

During 2025 we have delivered a Proof of Concept using the latest Agentic tech and have identified significant value for LBG. In 2026 we want to take this journey further – aiming to build this new capability while always looking for opportunities to innovate and go further for our customers and colleagues. This role presents an exciting opportunity to enhance customer value by becoming more data‑driven, and utilising predictive, leading‑edge technology.

We’re passionate about being northern‑based and putting the North on the map for LBG. Join us and be part of this exciting journey!

We're looking for a Senior Customer Journey Manager to join our new lab, where you'll play a crucial role in product development, assisting the Senior Product Owners and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions.

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

• Independently understands the end‑to‑end customer journeys across multiple areas within Consumer Relationships
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Defines high‑level requirements and supports incubation of new solutions to address customer problems.
• Oversees the delivery of quality Customer Journey and process maps.
• Continually evaluates the effectiveness of the journey from a customer and business perspective using data‑led insights.
• Lead a team of CJMs to deliver brilliant customer experiences – both line managing directly and coaching as the CJM Practice Lead for the Lab
• Work with our Engineering teams to work out the best solution to meet customer needs
• Displays a continuous improvement mentality to their journey.
• Coordinate cross functional alignment on journeys.

• Customer Journey Management – End‑to‑end design and optimisation of customer and colleague journeys
• Data & Insight – Strong analytical skills; ability to interpret data and drive evidence‑based decisions.
• Agile Delivery – Experience working in Agile environments; backlog shaping and iterative delivery.
• Technical Awareness – High‑level understanding of payments architecture and integrations.
• Regulatory Knowledge – Familiarity with Payments and KYC compliance requirements.
• Leadership – Validated ability to lead, coach and develop teams; drive change in complex environments.
• Stakeholder Management – Strong communication and influencing skills across technical and business teams.
• Problem Solving & Adaptability – Ability to navigate ambiguity and deliver solutions in fast‑paced settings.

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…