Customer Journey Manager - Commercial Cards Lab
Salary £59,850 - £66,500 a year
Job details
Job description, work day and responsibilities
Full job description
End Date
Tuesday 30 September 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
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Job Description
JOB TITLE: Customer Journey Manager, Commercial Cards
LOCATIONS: Bristol
SALARY: £59,850 to £66,500
HOURS: Full-Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week or 40% of your time at one of our office sites
About the Role
The Customer Journey Manager (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.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
What you'll be doing
Independently understand and map end-to-end customer journeys using tools like Visio or FigJam
Integrate insights from data, systems and processes to inform journey design and optimisation
Evaluate journey effectiveness from both customer and business perspectives
Lead continuous improvement initiatives to enhance customer experience
Coordinate cross-functional alignment to ensure journey consistency and impact
Collaborate with Product, Experience Design and Engineering to represent the intended user experience
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.
What you'll need
Strong analytical skills with the ability to interpret data and insights to drive decision making
Experience in journey mapping and process design, ideally using mapping tools like Visio or Figjam
Proven ability to work across functions and build alignment in complex environments
A continuous improvement mindset and a proactive approach to problem-solving
Excellent communication skills, with the ability to tailor messaging to different audiences
Ability to work independently and manage multiple priorities effectively
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. 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
If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!
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
You will be redirected to another website to apply. Offer ID: #1285502, Published: 33 minutes ago, Company registered: 1 week ago
