Customer Journey Manager
Salary £59,850 - £66,500 a year
Job details
Job description, work day and responsibilities
Full job description
End Date
Thursday 09 October 2025
Salary Range
£59,850 - £66,500
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
We’re looking for 3 Customer Journey Managers who are passionate about new technology to join our new AI Evolution Team in the Data, Applications, and Solutions (DAS) Lab within the Finance Platform. This new team is pioneering AI across Group Finance, working on cutting edge technology supporting colleagues transform their working processes.
Within the Finance Platform we have numerous labs supporting our Finance colleagues, Business colleagues, Regulators, and other statutory bodies where together we strive to create better data, reporting and user experiences on our core and strategic architecture. The DAS Lab is a new addition, with the AI Evolution Team at the start of their journey, being created in early 2025 and bringing a new Centre of Excellence to Finance.
This is a unique opportunity to contribute to Group Finance’s journey into AI and the capabilities it will unlock across the Finance business teams. We work in an agile, collaborative environment with a focus on continuous learning, improvement, and knowledge sharing.
Job Description
Key Details
JOB TITLE: Customer Journey Manager
SALARY : as per pay range
LOCATION: Bristol Harbourside
ADDITIONAL LOCATION: Edinburgh Princess Exchange
HOURS: Full Time, 35 hours per week
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
Join our pioneering AI Evolution Team, where you'll shape the future of Group Finance by transforming how colleagues work through cutting-edge AI technologies.
Are you ready to lead the way in redefining customer journeys and unlocking the full potential of AI across Finance?
Why Lloyds Banking Group
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.
Day to day responsibilities include:-
Independently understanding end to end journeys.
Integrating insights and knowledge from disparate data, processes and systems which are relevant to the customer journey/
Lead on crafting customer journey and process maps (e.g. Visio), with limited supervision.
Evaluate the journey for possible effectiveness and optimisation optionality.
Assisting the Product Owner in prioritisation by identifying areas where AI/product teams could support (including Big Room Planning).
Supporting value identification and collation that aligns to solution design.
Provides help to the Quality Engineer in writing and recording test scripts.
Helps coordinate business readiness activity.
Defect management.
Value measuring and checking.
Displaying a continuous improvement approach to journeys.
Understanding and coordinating cross-functional alignment on journeys.
What you’ll need
Experience of working in
an Agile environment in one or more of Finance, Data, systems and/or change.
Characteristics
Ability to work at pace, engage diverse stakeholders, organised, resilience to work through obstacles to achieve a business outcome, manage priorities and a team player.
An enquiring mind and motivated to learn and understand processes and systems.
Skills
Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, coordinated, 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 collaborators.
Stakeholder Management - Develops and improves collaborator relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading collaborators to consider alternative views.
LBG Values - demonstrating the right values and behaviours and encouraging this in team members.
About working for us
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 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
This is a once in a career opportunity to help shape your future as well as ours. Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.
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.
Company address
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