Customer Journey Manager

Lloyds Bank plc; Halifax; Hybrid; GBP 39,000 - 45,000; Full time

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager in Halifax. This pivotal role involves enhancing the customer experience through collaboration, data analysis, and ensuring user-centric design. You will work with cross-functional teams to optimise customer journeys and influence key design decisions in a hybrid working environment.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

28 days' holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Qualifications

• Experience with co-creating designs with business teams.
• Ability to analyse user data and insights.
• Exceptional communication skills for diverse audiences.

Responsibilities

• Understand and optimise customer journeys.
• Collaborate across functions to improve user experience.
• Establish and track KPIs for design effectiveness.

Skills

Human centred design

Communication

User journey management

Analytical skills

Tools

Figma

Job description

End Date

Friday 04 July 2025

Salary Range

£39,825 - £44,250

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

JOB TITLE: Customer Journey Manager
SALARY: £39,825 - £44,250
LOCATIONS: Halifax and Leeds
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.

Job Description

About this Opportunity

The Customer Journey Manager (CJM) plays a crucial role in product development, working with the Product Owner and the broader product and business teams in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key supporting role in creating, and making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for supporting the continuous improvement of the journeys and for orchestrating across functional boundaries to a cohesive experience is delivered.

This will be achieved through collaborating with colleagues in Product, Business stakeholders and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

What you'll be doing

Understand:

• Understands end to end journeys, with support

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Works with supervision and leads on Customer Journey Management (e.g. Figma)

Optimise:

• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective

• Displays a continuous improvement mindset to their journey

Orchestration:

• Coordinates cross functional alignment on journeys

• Understands cross-functional context and build alignment as needed

Why Lloyds Banking Group?

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need

• Understanding of human centred design and experience co-creating with business members

• Ability to positively and confidently debate and influence design decisions

• Analyse user data and insights in collaboration with product experts to identify pain points and opportunities for improvement, ensuring that design solutions are developed in a user centric way

• Create and manage user journeys, to effectively communicate and drive experiential improvement

• Advocate for the user throughout the design and development process, ensuring high usability and accessibility standards are met

• Establish and track key performance indicators (KPIs) to measure the effectiveness of design solutions user satisfaction

• Keep abreast of industry trends, best practices

• Support a culture of continuous learning and improvements

• Exceptional communication and interpersonal skills, with the ability to present ideas clearly and effectively to diverse audiences

And any experience of these would be really useful

• Conduct user research, competitive analysis, and usability testing to inform data-driven design decisions.

• Facilitate workshops and brainstorming sessions to foster collaboration and innovation among internal teams.

• Proficiency in design and prototyping tools (e.g., Figma)

• Strong analytical skills and experience with user research and usability testing

• Experience working in an Agile development environment is a plus

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

• 28 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.

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.