Customer Experience Lead - Hybrid, Voice of the Customer

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

Job summary

A leading banking group in the UK is seeking a Customer Journey Manager to drive customer experiences across their services. This hybrid role involves collaborating with product owners and engineers to ensure decisions are made with insight and value for the customer. The ideal candidate will have experience in customer experience or service design, analytical skills, and be a passionate advocate for the voice of the customer. A competitive salary and a comprehensive benefits package are offered.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping

30 days' holiday, plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Experience in customer experience, service design, or product development.
• Strong analytical skills and ability to interpret user data.
• Confidence to challenge and influence decisions across teams.

Responsibilities

• Champion the Voice of the Customer by bringing colleague feedback into every conversation.
• Conduct research with colleagues to understand their needs and struggles.
• Facilitate workshops and co-create solutions with stakeholders.

Skills

Customer experience design

Analytical skills

Influencing decisions

Human-centred design

Communication skills

Job description

A leading banking group in the UK is seeking a Customer Journey Manager to drive customer experiences across their services. This hybrid role involves collaborating with product owners and engineers to ensure decisions are made with insight and value for the customer. The ideal candidate will have experience in customer experience or service design, analytical skills, and be a passionate advocate for the voice of the customer. A competitive salary and a comprehensive benefits package are offered.