Customer Journey Manager

LLOYDS BANKING GROUP; Manchester; Hybrid; GBP 59,000 - 67,000; Full time

Job summary

A leading banking institution in Manchester is seeking a Customer Journey Manager to enhance customer experiences through innovative design and analytics. The ideal candidate will possess strong analytical skills, experience in Agile methodologies, and a passion for leveraging AI solutions. This role operates on a hybrid working model, requiring at least two days in the office weekly, and offers a competitive salary and a wide range of benefits, including a generous pension scheme and performance-related bonus.

Benefits

Generous pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days’ holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Qualifications

• Experience in mapping customer journeys and end-to-end design and optimisation.
• Strong analytical skills with the ability to interpret data.
• Experience working in Agile environments.

Responsibilities

• Understand and optimise the end-to-end customer experience.
• Collaborate with product, design, and engineering teams.
• Integrate insights from data, processes, and systems.
• Lead Customer Journey and process maps.
• Evaluate the effectiveness of customer journeys.

Skills

Mapping customer journeys

Analytical skills

Agile methodologies

Delivering AI solutions

Job description

Job description

JOB TITLE: Customer Journey Manager
SALARY: £59,850 - £66,500
LOCATION: Manchester
HOURS: Full-time
WORKING PATTERN: Hybrid – at least two days per week in office

About this opportunity

We are the newly formed Hive Lab, an integral part of the amazing Colleague Channels Platform. Our mission is to innovate and enhance customer journeys and drive growth by leveraging cutting‑edge Agentic AI solutions. We take pride in our strong culture, with a key focus on inclusivity, innovation, and continuous learning. We are committed to leveraging AI and Automation to deliver significant value to both customers and the business. In 2025 we delivered a Proof of Concept using the latest Agentic tech and identified significant value for LBG. In 2026 we want to take this journey further – aiming to build this new capability while always looking for opportunities to innovate and go further for our customers and colleagues. This role presents an exciting opportunity to enhance customer value by becoming more data‑driven, and utilising predictive, leading‑edge technology. We are passionate about being northern‑based and putting the North on the map for LBG. Join us and be part of this exciting journey!

What you’ll be doing

• Be 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
• Collaborate with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Lead on Customer Journey and process maps
• Continually evaluate the effectiveness of the journey from a customer and business perspective

About us

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

• Experience of mapping customer journeys and end‑to‑end design and optimisation
• Strong analytical skills and ability to interpret data and drive evidence‑based decisions
• Experience working in Agile environments, backlog shaping and iterative delivery
• Direct experience in delivering AI solutions or be able to demonstrate your ability to innovate and embrace emerging technologies at pace

About working for us

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

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you!

We’re excited to hear from you. Apply now.