AI-Driven Customer Journey Lead for Client Relationships

Lloyds Banking Group

West of England

Hybrid

GBP 70,000 - 100,000

Full time

2 days ago

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Benefits offered by this job

Generous pension contribution

Annual bonus

Share schemes

30 days holiday

Wellbeing initiatives

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager to understand, measure and orchestrate journeys across AI-enabled Client Relationship capabilities. You will lead, coach and line-manage other CJMs, shaping end-to-end experiences across products and client types, with a focus on continuous improvement and data-driven decision making.

In this role, you’ll partner with Product Owners, Experience Design, and Engineering to translate insights into practical enhancements, and you’ll help

Qualifications

Strong Corporate & Institutional Banking knowledge.
Experience designing journeys around AI/GenAI products or tooling.
Proven ability to lead, coach and develop other journey managers.
Experience integrating insights from multiple data/systems into prioritisation.

Responsibilities

Understand end-to-end customer and colleague journeys across 60+ systems.
Lead journey mapping and ensure user experience is accurately represented.
Evaluate journey effectiveness from customer and business perspectives.
Coordinate cross-functional alignment across Product, Experience Design and Engineering.
Coach and develop Customer Journey Managers to achieve objectives.

Skills

AI/GenAI

Journey design

Stakeholder management

Agile mindset

Leadership

Education

Bachelor’s or higher in a relevant field

Tools

Figma

Job description

In this role, you’ll partner with Product Owners, Experience Design, and Engineering to translate insights into practical enhancements, and you’ll help

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