Customer Journey Manager

Lloyds; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Private Medical Insurance

Share plans

Pension scheme

Family leave

Holiday allowance

Job summary

Lloyds is seeking a Customer Journey Manager to help shape and deliver smarter planning capabilities across Finance and the wider business. You will design future-state planning solutions, simplify complex processes and improve decision-making through collaboration with Finance, Technology and Data teams.

You will lead workshops with senior stakeholders, translate requirements into customer journeys and prioritised backlogs, and drive cross-team delivery in a large finance transformation

Qualifications

• 3+ years' experience delivering Finance transformation initiatives within large organisations.
• Hands-on experience with Finance, Technology and Transformation teams to translate requirements.
• Strong analytical and problem-solving skills to simplify processes and improve controls.
• Experience working in agile delivery environments managing priorities across multiple teams.
• Knowledge of Group Planning, Capital Planning or Management Reporting processes.
• Experience using Oracle EPM, FCCS, EPBCS or similar platforms.
• Experience within Banking or financial services or platform-based organisations.

Responsibilities

• Lead the discovery, design and delivery of planning and reporting capabilities across Group Planning, Consolidation, Capital Planning and related processes.
• Translate complex business requirements into clear customer journeys and prioritised backlogs.
• Facilitate workshops with Finance Directors, Product Owners and Engineers to define operating models.
• Define target customer journeys, outcomes and success measures.
• Shape transformation roadmaps and prioritise delivery across multiple feature teams.
• Collaborate with engineering to ensure solutions meet business needs and deliver measurable value.

Skills

Finance transformation

Stakeholder engagement

Workshop facilitation

Agile delivery

Financial planning

Tools

Oracle EPM

FCCS

EPBCS

Job description

• 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
• 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 be part of a collaborative culture, driving meaningful change through innovative, large-scale transformation projects that shape how Finance operates. This is an opportunity to work on challenging and impactful initiatives, while developing skills and broadening your experience across Finance, Data and Technology. Ready to make a real impact?
• 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

Benefits

• A generous holiday allowance: You'll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
• A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
• Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
• Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
• Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
• Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
• Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
• Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
• Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.

Experience leading and facilitating workshops and influencing Finance stakeholders, including Finance Directors, Finance Managers, Product Owners and Subject Matter Experts, to build alignment and drive decision-making3+ years' experience delivering Finance transformation initiatives within large, complex organisations, driving change across planning, forecasting, reporting, cost management and Finance platform environmentsHands-on experience working with Finance, Technology and Transformation teams, with a deep understanding of how Finance processes operate in practice, translating complex Finance requirements into clear customer journeys, prioritised outcomes and deliverable solutionsStrong analytical and problem-solving skills, with the ability to find opportunities to simplify processes and improve controlsExperience working in agile delivery environments, managing priorities and supporting delivery across multiple teamsWhilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to applyKnowledge of Group Planning, Capital Planning, Cost Planning or Management Reporting processesExperience using Oracle EPM, FCCS, EPBCS or similar enterprise planning and performance management platformsExperience within Banking, Financial Services, or product-led and platform-based organisations