Customer Journey Manager – Loans

End Date

Tuesday 03 December 2024

Salary Range

£57,546 – £63,940

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

As a Customer journey manager, you’ll play 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. You’ll be responsible for understanding and optimising the customer and colleague experience to ensure their needs remain at the front line of all journeys.

Alongside the rest of the feature teams, you will play a key leading role identifying new insights from interrogating data and factoring it into prioritisation approaches and design choices.

Also you will be a traditional business analyst able to define and categorise requirements and user stories from singular or multiple problem statements.

You’ll be continually curious about customer problems, and love delving into the detail to find both simple and innovative outcomes to continually improve. You’re a problem solver at heart, and thrive in an environment where you can shine, adding customer centric value to both our Product Owner community and our Engineering SMEs

Job Description

JOB TITLE: Customer Journey Manager

SALARY: £57,546 – £63,940

LOCATION(S): Chester / Manchester / London

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least

two days per week, or 40% of our time in the office.

About this opportunity

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

We’re a fun, dynamic and fast paced team who are at the forefront of leading the way for customers & colleagues in transforming & digitising the Lloyds Banking Group Retail Bank.

The transformation culture the Loans lab lives by is to empower its co-located teams to build dynamic environments using agile methodology, providing outstanding customer experiences; and by driving innovative technology solutions that drive iterative change across research, buy and servicing needs to market at pace.

Here’s how you’ll make the difference in this exciting role..

• Champion the product journey through the lens of the customer, advocating for standard methodology and future-proofing
• Coordinate cross functional teams to identify and align on potential opportunities on customer journeys.
• Play a lead role in analysing, scoping and categorising data requirements to migrate to a new fulfilment system
• Query and interrogate primary data sources and select relevant information to enable analysis of key themes and trends, supporting decision making and prioritisation.
• Identify shortcomings in existing processes, systems and procedures, then work with Product Owners, Business based customers and Feature Teams to rearchitect solutions to improve value, strategic intent and future proofed outcomes.
• Develop personal capabilities using existing formal and informal training opportunities, while also coaching others as required.
• Gathering and analysing data about customers, competitors, and current openings in the market to recommend educated and measurable steps to achieve business growth
• Driving a progressive environment with opportunities to progress within both eCommerce and Agile job families (Product Owner/Scrum Master/Business Analysis)
• Inspiring teams with energy and passion to the team with a focus on collaboration.

What you’ll need

• Experience in Business Analysis using Agile/Scrum methodologies driving forward a vision and outcomes and be passionate about using the transformation principles & practices of agile to drive continuous improvement in how we work.
• Curious and relentless in their pursuit to improve a customer journey by examining all opportunities and pain points.
• Able to work independently in the main, with limited supervision; but able to seek advice of others when needed.
• Data driven and able to story tell using data visualisation methods.
• Customer Centric – Promotes the value of customer outcomes with team and peers and ensures work efforts to achieve these. Anticipates customers’ needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
• Problem Solver – Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
• Stakeholder Management – Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
• And you’ll influence positively – demonstrating the right values and behaviours and encouraging this in team members.

And any experience of these would be really useful

• Prior experience in data migration projects, showing an understanding of requirements and data analysis.
• Prior experience of lending journeys
• Bring forward-thinking ideas & innovation – we want talented people that will challenge the norm & help us build the Bank of the future
• Bring a real customer focus with a vision for how LBG customer communications should be transformed to meet the needs of today’s/tomorrow’s customers
• Have great interpersonal skills, the ability to explain complex technical matters to a non-technical audience, the ability to build good working relationships, logical & creative thinking skills and being able to articulate the benefits or the work we do.
• You’ll bring passion, a can-do attitude and an open mind to help us develop new ways of doing things, whilst developing your own skills and experience.
• Able to role model the LBG Values & behaviours with a passion for continuous improvement

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

Ready to start growing with purpose? Apply today and let’s create something extraordinary together!

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.

Read Full Description