Customer Journey Manager – Data

End Date

Thursday 10 October 2024

Salary Range

£57,546 – £63,940

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

Flexible Working Options

Flexibility in when hours are worked, Hybrid Working, Job Share

Job Description Summary

The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration.

The CJM is responsible for understanding and optimizing the end-to-end customer experience, ensuring customer needs are prioritized. They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency.

This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented.

Understand Optimise Orchestration:

• Independently understand the entire customer journey and its intricacies.
• Embrace a continuous improvement approach, with a strong focus on improving the journey.
• Successfully implement strategies that ensure all teams are working towards a common goal.

Job Description

About the Role

At Lloyds Banking Group, we are dedicated to delivering exceptional customer experiences. Our Customer Journey Manager role presents an outstanding opportunity to be a part of our bold data team. You have a pivotal role in crafting best in class customer outcome by successfully driving strategies that improve customer happiness and engagement.

Key Responsibilities

As a Customer Journey Manager, you can get involved in:

• Design and Optimize Customer Journeys**: Collaborate with the Product Owner and product team to understand, measure, and orchestrate customer journeys, ensuring they align with our strategic objectives.
• Insight Integration**: Play a leading role in making sense of customer insights and incorporating them into prioritization and design decisions.
• Cross-Functional Collaboration**: Work closely with various functions across the organization to seamlessly integrate technology and business processes.
• Identifying process improvements**: Recognize and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem solving skills.
• Data management**: Establish outstanding customer outcomes by ensuring routines are clear and documented.
• Customer Advocacy**: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.
• Professional development**: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.
• Supporting team objectives**: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.
• Conducting research activities**: Support outcomes by carrying out research using existing systems and protocols.
• Evaluating proposals**: Analyze and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.
• Support in long-term planning**: Partner with experienced teammates to establish and integrate elements of a long-term planning system.

Required Qualifications and Skills

To succeed in this role, you should have:

• Demonstrable experience in product management, with a focus on customer journey mapping and optimization.
• Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies.
• Excellent written and verbal communication skills tailored to various audiences.
• Strong grasp of technology and its utilization in improving customer experiences.
• Demonstrated ability to identify and implement process improvements.
• Capability to work within established data management systems and procedures.
• Dedication to personal growth and fostering the growth of others.
• Flexibility: Ability to thrive in a fast-paced, dynamic environment and effectively prioritize tasks.
• Strong problem-solving abilities with a proactive approach to identifying and addressing challenges.

Why Join Us?

Lloyds Banking Group values diversity, inclusion, and a supportive work environment. We believe in teamwork, innovation, and delivering world-class service. Join us to challenge in a dynamic industry, work with a dedicated team, and positively impact our customers’

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