Senior Customer Journey Manager

End Date

Saturday 10 May 2025

Salary Range

£76,194 - £89,640

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:  Senior Customer Journey Manager.

SALARY:  £76,000pa to £89,600pa plus the benefits listed below.

LOCATIONS:  Bristol.

HOURS: Full-time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week currently, or 40% of our time, at our Bristol office.

At Lloyds Banking Group, we're all driven by our purpose, to Help Britain Prosper. It's why we exist - it's our reason to get out of bed in the morning. The choices we make, our success and our future really matter but the world is changing, fast and we're changing too. It's never been a more exciting time to join us as we transform our business to shape finance as a force for good.

Are you passionate about making a real difference to our customers? If so, we’re currently seeking a focused individual to lead our customer journey manager team within the Accounting & Statutory Reporting Lab!

Want to hear more?

An exciting opportunity has arisen to join the team as a Senior Customer Journey Manager in Accounting & Statutory Reporting Lab, right at the pivotal time during our Platform transformation. We're a multi-disciplined feature focused lab dedicated to delivering robust and seamless customer experiences when using our Finance products. As a team we're looking for a deep understanding of customer feedback to improve and enhance the end-to-end experience of our application & data users; ensuring the service is delivered within the group’s appetite. Our team works collaboratively across product and platform teams, using data and insights to drive significant customer-led strategic change; balancing the needs of a wide range of consumers.

Leading a team of customer journey managers across all of our products is required to ensure the delivery of what our customers need. Be a key part of our lab leadership team as we work to transform the way Finance is delivered for the Group. This role is pivotal in shaping our products to meet the needs of customers across the Group and external bodies. The successful candidate will work alongside our dedicated teams to ensure that our delivery remains customer-focused and that we maximize the benefits of our investments. You'll be instrumental in developing the skills and methodologies of our customer journey manager team, serving as a role model and enhancing their capabilities. We seek individuals who can adeptly balance the diverse needs of a wide range of customers, driving change in a fast-paced, agile environment as we transform our key infrastructure.

As a Senior Customer Journey Manager, you will lead the collaboration on current customer insights, ensuring that our strategies are informed by the latest data and feedback. This role is essential in driving customer-led improvements and ensuring that our services continue to evolve to meet the highest standards.

Your accountabilities will include:

• Promoting Agile Practices: Champion agile methodologies and practices within the lab and across the platform.

• Crafting and Managing Frameworks: Develop and manage a comprehensive framework for analysing the usage of our products. Investigate and identify challenges faced by consumers and apply these insights to shape product policies, processes, and design changes.

• Building Positive Rapport: Establish and maintain positive relationships with collaborators, internal and external service providers, partners, and team members from GEC down, ensuring alignment and effective communication across all levels of the organization.

• Leading High-Performing Teams: Lead a high-performing team, ensuring they are equipped to deliver exceptional analysis that can inspire change. Coach and drive positive change activities in teams that service or support the delivery of our product propositions.

• Implementing Controls: Implement Root Cause Analysis and service provision controls to ensure consistent identification and resolution of systemic issues, preventing recurrence and enhancing overall customer satisfaction.

• Designing Strategic Recommendations: Design strategic recommendations to meet consumer needs while balancing against our strategic objectives.

• Collaborating Across Platforms: Act as a customer advocate, collaborating across platforms and products to positively influence new and ongoing changes.

• Ensuring Consistency: Ensure consistency and adherence to product service delivery standards.

• Improving Customer Outcomes: Develop user cases, share experiment results, conduct analysis and validation, and use evidence to guide work and priorities.

• Engaging in Forums: Regularly engage in forums at all levels of seniority and understanding.

• Developing Insights: Develop consumer insights and service trends, promptly highlighting emerging trends and risks.

• Collaborating on Improvement Initiatives: Work with colleagues in the Finance Platform to share specific product-level insights and collaborate on broader improvement initiatives.

• Defining Epics, Features, and User Stories: Support the definition of epics, features, and user stories at both the Team and Lab levels to meet customer needs, with a particular emphasis on measures and hypotheses.

About you:

• Knowledge of Accounting, Statutory, and Regulatory Reporting products is beneficial but not mandatory.

• Inspiring and strategic problem solver with a passion for creating outstanding customer experiences.

• Customer and data-driven, ensuring solutions address customer needs and drive value.

• Multifaceted presenter with a strong ability to influence and engage customers, partners, and team members.

• Demonstrated strong leadership, capable of building an exceptional environment that attracts and retains talent.

• Proven track record in translating analysis and ideas into clear and effective plans.

• Understanding of the current regulatory environment and its impact on our strategy.

About us

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. 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 everyone 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 bonus award, subject to Group performance

• 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.