AI-Powered Customer Journey Lead

Lloyds Bank plc

Greater London

Hybrid

GBP 93,000 - 109,000

Full time

5 days ago

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Benefits offered by this job

Flexible working

Hybrid working

Job share

Job summary

Lloyds Bank plc is seeking a Customer Journey Manager to understand, measure, and orchestrate AI-enabled client journeys within Corporate & Institutional Banking. You will collaborate with Product, Experience Design and Engineering to deliver end-to-end enhancements across complex product areas.

You will also coach other CJMs, align stakeholders, and drive continuous improvement in a hybrid working model while embracing AI innovations shaping customer experiences by 2030.

Qualifications

Strong Corporate & Institutional Banking knowledge.
Experience designing journeys around AI/GenAI products.
Proven experience in customer journey management and delivering end-to-end improvements.
Experience with Agile and digital transformation practices.

Responsibilities

Understand the end-to-end customer and colleague journey across data sources and systems.
Lead journey and process mapping to ensure accurate representation of user experience.
Evaluate journey effectiveness from customer and business perspectives and drive improvements.
Coordinate cross-functional alignment across Product, Experience Design and Engineering.
Coach and develop other Customer Journey Managers and manage performance.

Skills

Journey management

Stakeholder management

Agile methods

Leadership

AI familiarity

Cross-functional collaboration

Tools

Figma

Job description

You will also coach other CJMs, align stakeholders, and drive continuous improvement in a hybrid working model while embracing AI innovations shaping customer experiences by 2030.

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