Customer Journey Manager

Lloyds Bank plc; West of England; Hybrid; GBP 61,000 - 68,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus

Pension contribution up to 15%

Share schemes

30 days' holiday

Job summary

Lloyds Bank plc is seeking a Customer Journey Manager to help shape the future of financial planning across Finance, Technology and Data teams. You will design planning capabilities, simplify processes and improve decision-making within a major finance transformation program.

The role involves working across Finance and the wider business, driving value through modern, connected planning solutions and engaging senior stakeholders in a hybrid working environment.

Qualifications

• 3+ years' experience working on large-scale business transformation or change programmes.

Responsibilities

• Lead discovery, design and delivery of planning and reporting capabilities across Group Planning, Consolidation, Capital Planning, GCT Planning and related processes.
• Translate complex requirements into clear outcomes, customer journeys and backlogs.
• Facilitate workshops with Finance Directors and senior stakeholders to define future-state operating models.
• Identify and resolve planning difficulties, manual processes and control weaknesses.
• Define target customer journeys, business outcomes and success measures.
• Shape transformation roadmaps and support prioritisation across multiple feature teams.
• Ensure solutions meet business needs and deliver measurable value.

Skills

3+ years' experience in large-scale,跨-

Job description

End Date: Tuesday 29 September 2026. Salary Range: £61,344 - £68,160.

We support flexible working – click here for more information on flexible working options. Flexible Working Options: Hybrid Working, Job Share.

Job Description Summary

Join us as a Customer Journey Manager and play a key role in one of the UK's largest finance transformation programmes. You'll work across Finance, Technology and Data teams to design future-state planning solutions, simplify complex processes and improve decision-making. This is an exciting opportunity to influence senior stakeholders, drive meaningful change and help shape the future of strategic planning across the organisation.

JOB TITLE: Customer Journey Manager

SALARY: As per range

LOCATION: Bristol Harbourside

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.

About this opportunity: Join one of the Group's most ambitious finance transformation programmes and help build the future of financial planning and reporting. As a Customer Journey Manager, you'll design and deliver smarter planning capabilities that simplify processes, improve decision-making and create better experiences across Finance and the wider business.

Working with teams across Finance, Technology and Data, you'll drive meaningful change through modern, connected planning solutions.

What you’ll be doing:

• Lead the discovery, design and delivery of planning and reporting capabilities across Group Planning, Consolidation, Capital Planning, GCT Planning and related planning processes.
• Translate complex business requirements into clear outcomes, customer journeys and prioritised backlogs.
• Facilitate workshops with Finance Directors, subject matter experts, Product Owners, Engineers and Architects to define future-state operating models.
• Drive the identification and resolution of planning difficulties, manual processes and control weaknesses.
• Define target customer journeys, business outcomes and success measures.
• Shape transformation roadmaps and support prioritisation of delivery across multiple feature teams.
• Work closely with engineering teams to ensure solutions meet business needs and deliver measurable value.
• Support governance forums, people engagement and executive decision-making.
• Ensure solutions align with wider Finance Platform, Data and Reporting transformation strategies.
• Champion agile delivery and continuous improvement practices across the programme.

What we’re looking for:

• 3+ years' experience working on large-scale business transformation, finance transformation or change programmes within complex organisations.
• 3+ years' experience of planning, forecasting, reporting or financial management processes, with the ability to translate business requirements into clear outcomes and customer journeys.
• Proven experience facilitating workshops and driving alignment across multiple collaborator groups, including senior leaders and subject matter experts.
• Strong analytical and problem-solving skills, with the ability to find opportunities to simplify processes and improve controls.
• Experience working in agile delivery environments, managing priorities and supporting delivery across multiple teams.
• And any experience of these would be really useful: Knowledge of Group Planning, Capital Planning, Cost Planning or Management Reporting processes.
• Experience using Oracle EPM, FCCS, EPBCS or similar enterprise planning and performance management platforms.
• Experience within Banking, Financial Services, or product-led and platform-based organisations.

We know that great talent comes from many backgrounds. While this job advert may reference specific years of experience, we recognise that skills are developed in many ways.

Why join us?

If you think all banks are the same, you’re wrong. We’re a pioneering, fast-changing business that’s shaping finance as a force for good. If you’re after a role where you can have an impact and do the best work of your career, you’ve just found it!

This is a place for you

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 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 want to ensure all our candidates have the opportunity to shine. Please let us know if there is anything we can do to make the sure the assessment process works for you.

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 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

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.