Customer Journey Manager (FTC/ Secondment)

Job Description

End Date Tuesday 16 September 2025 Salary Range £59,850 – £66,500 Flexible Working Options Hybrid Working, Job Share Job Description Summary . Job Description Job Title: Customer Journey Manager (FTC/ Secondment) Location: Edinburgh, Dundee or Leeds Salary: £59,850 – £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 our above offices. Additional Information: This is a 12 month contract opportunity. About This Opportunity: Join Lloyds Banking Group and be part of a team that’s transforming how we understand and improve customer experiences. Within our Consumer Duty Lab, we’re looking for a Customer Journey Manager to help us identify customer outcomes, uncover potential harms and define the KPIs that measure success. You’ll work alongside Product Owners, Data Analysts and Modellers to shape journeys that keep customer needs at the heart of everything we do.As part of a dynamic feature team, you’ll play a leading role in interpreting insight and translating it into design choices and prioritisation strategies. You’ll collaborate across Product, Experience Design and Engineering to ensure the intended user experience is accurately represented, and you’ll drive continuous improvement across internal and external journeys. What you’ll be doing: Independently understand and optimise end-to-end customer journeys Integrate insights from data, processes and systems to inform journey design Lead the creation of customer journey and process maps using tools like Visio Evaluate journey effectiveness from both customer and business perspectives Champion a continuous improvement mindset across all touchpoints Coordinate cross-functional alignment to ensure journey success Why Lloyds Banking Group: If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose. What you’ll need: Strong experience in customer journey mapping and process design Proven ability to integrate insights from multiple data sources Ability to work independently and lead on journey optimisation Confidence in using tools such as Visio or similar for mapping Experience collaborating across product, design and engineering teams A passion for improving customer outcomes and reducing potential harms 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 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. With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.