Job title: Customer Journey Lead
Salary: From £73,262 or £86,964 (depending on location)
Location(s): Manchester or London
Hours: Full time
Working pattern: Hybrid, 40% (or two days) in an office site
About this opportunity
Closely aligned to Everyday Banking, the Core Banking platform has responsibility for the maintenance and development of the systems which host all of the core banking products for the Lloyds Banking Group brands and a great opportunity has arisen to join the Next Gen Core Lab within the Platform. This is a pioneering area building out a next generation cloud native core banking platform using the Thought Machine Vault application and GCP Public Cloud which puts us at the cutting edge of innovation and is a key driver of the Group's technology driven growth strategy. By using the latest cloud-based technology and engineering patterns to simplify our architecture it will also support the delivery of exciting new products at pace.
We are looking for a Customer Journey Lead (CJM) to join our team who will be responsible for leading a team of Customer Journey Managers across the Lab. The 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.
What you'll be doing...
- Coaches, supports and develops customer journey managers to achieve personal and business objectives
- Independently integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
- Leads on Customer Journey and process maps (e.g Visio)
- Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work
- Coordinates and provides guidance for cross functional alignment on journeys
About us
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
- You're Customer Centricity - Directs team's work efforts towards customer outcomes and continually reinforces messaging around Customer first. Uses experience to identify additional customer needs, unrecognised by customer and delivers these to plan and time.
- Strong Collaborator skills - Uses personal impact and stakeholder positioning to build and sustain long-term relationships at all levels (including C-suite Executives). Resolves stakeholder conflict, builds consensus, and influences outcomes.
- Leadership and Culture - Uses situational judgement and experience to advise on a broad range of cultural topics (e.g., ethical Leadership and accountability), using strategies such as deep listening to ensure the colleagues of the Bank are engaged. Understands the importance of change management in this space and works with the appropriate function to facilitate this.
- Coaching and Feedback -Observes and uses active listening and empathy to connect with people, without judging and being.self-focused. Uses experience to provide clear, relevant, constructive, solution-focused, positive and motivating advice which is future focused.
- And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members
About working for us
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 our people 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
Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
