AI Customer Journey Manager

Lloyds Banking Group; Leeds; Hybrid; GBP 59,000 - 67,000; Full time

Job summary

A leading financial institution in Leeds is looking for an AI Customer Journey Manager to enhance mortgage processes with AI. The role requires experience in customer journey management and a solid understanding of AI technologies. In this hybrid position, you will collaborate with various teams to ensure solutions meet customer needs and ethical standards. A generous benefits package is included.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

30 days’ holiday

Wellbeing initiatives

Qualifications

• Experience in customer journey management, service design, or CX strategy.
• Solid understanding of AI technologies (NLP, ML, predictive analytics).
• Proven ability to collaborate across business and technical teams.

Responsibilities

• Act as the AI capability expert within the Homes Platform.
• Collaborate with other Customer Journey Managers to validate AI use cases.
• Work closely with the Product Owner to refine and prioritise the backlog.

Skills

Customer journey management

Technical orientation

AI technologies understanding

Collaboration skills

Agile delivery

Job description

End Date

Thursday 02 October 2025

Salary Range

£59,850 - £66,500

Flexible Working Options

Hybrid Working, Job Share

Job Description

JOB TITLE: AI Customer Journey Manager

LOCATION: Leeds

HOURS: 35 hours, full time

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

We’re building smarter mortgage journeys — and we need someone who understands both the customer and the tech.

The AI Customer Journey Manager plays a pivotal role in shaping how artificial intelligence is embedded across our mortgage journeys. Working closely with the AI Product Owner and other Customer Journey Managers, this role brings deep understanding of AI capabilities and applies them to real-world customer problems. The focus is on identifying high-value use cases, ensuring the backlog reflects meaningful opportunities, and guiding delivery teams to build solutions that are both technically sound and customer-centric.

You won’t need to code, but you’ll need to understand how AI works — and how it can transform the customer experience.

What will I be doing?

• Act as the AI capability expert within the Homes Platform, translating technical possibilities into customer-focused solutions.
• Collaborate with other Customer Journey Managers to identify and validate AI use cases across mortgage journeys.
• Work closely with the Product Owner to refine and prioritise the backlog based on customer insight, business value, and AI feasibility.
• Understand the technical architecture and functionality of AI solutions being built, and ensure they align with journey needs.
• Champion responsible AI practices, ensuring solutions are ethical, explainable, and aligned with regulatory expectations.
• Support measurement and evaluation of AI interventions to track customer and business impact.

What you’ll need

• Experience in customer journey management, service design, or CX strategy, with a strong technical orientation.
• Solid understanding of AI technologies (e.g. NLP, ML, predictive analytics) and how they can be applied to customer journeys.
• Proven ability to collaborate across business and technical teams to shape and deliver impactful solutions.
• Strong communication and collaborator management skills.
• Familiarity with agile delivery and backlog refinement processes.
• Experience in financial services or mortgage journeys is highly desirable.

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 underrepresented 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 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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.