Customer Journey Manager

Medirest Signature; Leeds; Hybrid; GBP 59,000 - 67,000; Full time

Job summary

A leading financial services organization is seeking a Customer Journey Manager in Leeds to enhance the Developer Experience for engineers. The role involves optimizing user journeys and collaborating across teams to ensure customer outcomes. A competitive salary of £59,850 - £66,500 and a hybrid work model are offered.

Benefits

Generous pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

30 days' holiday plus bank holidays

Wellbeing initiatives

Qualifications

• Proven experience as a Customer Journey Manager or similar role.
• Expertise in Customer Journey design and process modelling.
• Strong analytical skills and experience in customer research.

Responsibilities

• Optimize internal Developer Experience for software engineers.
• Collaborate with stakeholders to align business outcomes with user journeys.
• Shape the Internal Developer Platform roadmap.

Skills

Customer Journey design

Process modelling

Data analysis

Presentation skills

Service Design

Tools

Jira

Confluence

Visio

Figma

Job description

JOB TITLE: Customer Journey Manager

SALARY: £59,850 - £66,500

LOCATION(S): Leeds

HOURS: Full-time - 35 hours per week

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Leeds office.

About this opportunity

We're already the UK's leading Digital Bank and biggest mobile bank with nearly 14 million active online customers across our brands. Now we're on a journey to build the bank of the future, for which we're investing £3bn across platforms, people and data capabilities to truly become the best bank for customers!

Our team

Are you passionate about shaping exceptional Developer Experience for our 1000's of Engineers through innovative Internal Developer Platform journeys?

The Platform Engineering team is on a mission to create the next generation technical platform for Lloyds Banking Group that will be consumed by every engineer across the entire group. You'll be at the heart of one of the UK's biggest financial service technical transformations.

We're looking for an experienced and passionate Customer Journey Manager to work on our flagship Internal Developer Platform. You'll be part of a collaborative, forward-thinking engineering team that delivers value for 1000's of our Engineers "customers" across the bank who use our Internal Developer Portal, all delivered via agile methodologies

The ideal candidate will have a solid track record with demonstrable experience as a Customer Journey Manager, or similar industry recognised roles for example Service Designer, Customer Experience Designer, Customer Experience Manager.

Please be aware, the solutions and area where you work cover the automated provisioning of application & infrastructure resources, so it's essential to be comfortable working in a highly technical team and able to transcending the technical architecture and present this through journeys

What you'll do

• The CJM is responsible for understanding and optimising the end-to-end internal Developer Experience for our 1000's of Software Engineers & Developers across the bank to ensure the needs of these Engineers remain at the forefront of all journeys.

• Working closely with Product Owners, Engineers, both in our business teams and within our Labs to ensure our journeys are intuitive, efficient, and aligned with business outcomes.

• You'll also help shape the IDP roadmap to ensure we not only build the right products but build the products right, ensuring the intended user experience, and journey design is accurately represented.

• You'll be an active member of the Platform CJM chapter sharing knowledge and supporting junior colleagues across the Platform and wider bank.

• It's an ideal role for someone with a strong background in process modelling, Journey mapping, or with experience in service blueprints, UX modelling, or customer research.

Why Lloyds Banking Group

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you!

What you'll need

• Expertise in Customer Journey design & process modelling focussed on customer outcomes

• Leads in design thinking to support the development of innovative solutions through continuous user feedback and iteration

• Expertly creates detailed journey documentation using tools like Confluence, Visio & Figma

• Has strong analytical skills with the ability to use data to drive insight, decisions and improvements. Experience in conducting Customer Research

• Confidence in presenting and applying different storytelling techniques to influence across the bank with differing experience and technical backgrounds

• Leads & influence workshops to influence and align on journey improvements, always championing a continuous improvement approach

• Able to translate customer needs into Jira user stories, define acceptance criteria.

• Experienced in Service Blueprints and User Interface prototyping with appropriate tools

• Comfortable working in a highly technical team and can transcending the technical architecture and present this through journeys that simplify the Developer Experience.

It would be great if you also had

• Experience of working in teams that have delivered solutions using Public Cloud

• Passionate about building the best possible developer experience for our engineers

• Knowledgeable of industry concepts such as Internal Developer Platform, Golden Paths, CI/CD pipelines and backstage

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

• 30 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies