AI-Driven Client Journey Lead, Relationship Transformation

Lloyds Bank plc

Greater London

Hybrid

GBP 70,000 - 100,000

Full time

3 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Pension contribution up to 15%

Annual performance bonus

Share schemes including free shares

30 days’ holiday + bank holidays

Job summary

Lloyds Bank plc is seeking a Customer Journey Manager to orchestrate end-to-end client and colleague journeys within AI-enabled Client Relationship capabilities for Corporate & Institutional Banking. The role focuses on unifying 60+ systems into a seamless Client Relationship Spine, guiding continuous improvements and cross-functional alignment with Product, Experience Design and Engineering.

A strong appetite for AI and experimentation is essential.

Qualifications

Experience in customer journey management or CIB colleague journeys, service or experience design.
Ability to integrate insights from data, processes and systems into design decisions.
Strong collaboration and communication skills across cross-functional teams.

Responsibilities

Independently map end-to-end customer and colleague journeys across multiple systems.
Coordinate with Coverage, Sales and Markets to align core capabilities with specialist needs.
Lead usability and journey design improvements with limited supervision.
Conduct research from primary data sources to identify themes and process gaps.
Develop materials for diverse audiences and tailor tone accordingly.