Customer Journey Manager (12 month secondment)

lloyds banking group; City of Edinburgh; On-site; GBP 59,000 - 67,000; Full time

Job summary

A leading financial institution in Scotland is seeking a Customer Journey Manager to enhance the customer experience through innovative finance solutions. This pivotal role involves optimizing customer journeys, integrating data insights, and coordinating across teams. With a hybrid working model and a generous benefits package, this position offers opportunities for continuous learning and career growth.

Benefits

Generous pension contribution

Annual performance-related bonus

Share schemes

Discounted shopping offers

30 days’ holiday plus bank holidays

Wellbeing initiatives

Generous parental leave policies

Qualifications

• Experience in leading continuous improvement initiatives.
• Strong communication skills to manage stakeholder expectations.
• Ability to translate customer requirements into actionable deliverables.
• Experience in understanding customer journeys.
• Ability to integrate diverse data and insights.

Responsibilities

• Optimize the end-to-end customer experience.
• Lead improvement and ensure journey efficiency.
• Integrate insights from various data sources.
• Evaluate journey efficiency for customer and business needs.
• Ensure cross-functional alignment for flawless execution.

Skills

Continuous improvement mindset

Stakeholder communication

Customer requirements translation

Data integration

End-to-end customer experience optimization

Tools

Oracle Suite

Job description

Job Summary

End Date: Tuesday 02 December 2025

Salary Range: £59,850 - £66,500

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

Flexible Working Options: Hybrid Working, Job Share

About This Opportunity

Lloyds Banking Group embarks on a transformative journey to reshape the financial landscape and elevate the customer experience. As part of this ambitious venture, a dedicated Customer Journey Manager is sought to join the Planning, Analysis, Reporting and Cost Management lab. This role is a 12 month secondment. You will play a crucial role in our Finance transformation, using brand new technology to improve control, increase efficiency, and create value. By working closely with Product Owners and cross‑functional teams you will guarantee smooth integration and coordination of customer journeys. The Finance Platform is at the heart of our innovative change, providing new tools that support forecasting and management reporting. We are pushing the boundaries to deliver world‑class systems and processes, and we want you to be part of this exciting chapter.

About 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 will be doing

• Understand and optimise the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys.
• Lead the continuous improvement of the journey and orchestrate across functional boundaries to ensure journey efficiency.
• Integrate insights and knowledge from disparate data, processes, and systems relevant to the customer journey.
• Continually evaluate the journey's efficiency from both customer and business perspectives.
• Coordinate cross‑functional alignment on journeys to ensure flawless execution.

What you'll need

• Experience working in a role where you have led with a continuous improvement mindset.
• Excellent stakeholder communication and management skills to bring the customer journey and product into alignment.
• Ability to translate customer requirements into product deliverables.
• Ability to integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Experience of understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys.

Desired additional experience

• Strong understanding of Financial Services products and services, with expertise in the Oracle Suite.

What's in for you

You will be pivotal in shaping the financial strategy and success of our business, with opportunities for continuous learning and career development within a dynamic and supportive environment. Work with a diverse team that values collaboration and innovation.

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

Inclusion & Diversity

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 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. It’s why we especially welcome applications from under‑represented groups.

We’re disability confident. If you would like reasonable adjustments to be made to our recruitment processes, please let us know.

Additional Information

As part of the Group's commitments as a result of ring‑fencing legislation, colleagues based in the Crown Dependencies are required to be exclusively dedicated to the non‑ring‑fenced bank and its subsidiaries. Colleagues based in the Crown Dependencies would not be able to undertake roles for the Ring‑Fenced Bank from their existing location and would need to consider relocation when applying for roles.

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. We will only request confidential or sensitive information when you have been formally invited to an interview or offered a verbal offer. We 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.