Customer Journey Manager (12 Months Fixed Term Contract)

Lloyds Bank plc; City Of London; Hybrid; GBP 73,000 - 81,000; Full time

Benefits offered by this job

Flexible working options

Hybrid working

Generous pension contribution

Annual bonus

Share schemes

30 days holiday

Wellbeing initiatives

Parental leave

Job summary

Lloyds Banking Group in London is seeking a Customer Journey Manager to lead the design, optimisation and delivery of end-to-end customer journeys across business, product and engineering teams. You’ll own PEGA workflows, manage the backlog and roadmap, and use MI to drive improvements in journey performance and live service delivery.

The role is a 12-month fixed-term contract with hybrid working and locations in London or Bristol.

Qualifications

• Essential skills: owning workflow outcomes across delivery lifecycle.
• Confidence using management information, data and feedback to shape priorities.
• Experience leading business-led change delivery, including UAT and adoption activities.
• Strong coordination across delivery, service and governance priorities.
• Ability translate business needs into clear requirements and deliverables.
• Experience working across business, product and engineering teams.
• Focus on delivering controlled, sustainable customer outcomes.
• Experience owning or running PEGA workflows.
• Backlog and roadmap management experience.
• Understanding of workflow configuration and release management.
• Experience in regulated environments.
• Knowledge of CIB customer journeys, products or services.

Responsibilities

• Own end-to-end customer journeys, including process maps and requirements.
• Translate business needs into clear, prioritised deliverables.
• Define MI and reporting requirements to support decision-making.
• Manage workflow backlog and roadmap, balancing value, risk and stability.
• Use MI, incidents and feedback to identify improvements.
• Prioritise changes in line with business needs.
• Coordinate delivery across business, product and engineering teams.
• Manage dependencies, priorities and stakeholder expectations.
• Lead end-to-end change delivery and rollout.
• Lead user acceptance testing approach, execution and sign-off.
• Develop communications, training and adoption activity.
• Monitor workflow performance and support service improvements.
• Maintain control environment and supporting documentation.
• Lead release and lifecycle management activity.
• Ensure workflows remain controlled and fit for purpose.

Skills

Workflow ownership

Management information

User acceptance testing

Cross-functional collaboration

Requirements translation

PEGA workflows

Backlog management

Roadmap management

Release/lifecycle management

Regulated environment experience

CIB customer journeys

Tools

PEGA workflows

Job description

End Date Wednesday 23 September 2026 Salary Range £72,702 - £80,780 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working

Job Description Summary

This is a 12-month fixed-term opportunity (or internal secondment) to provide maternity cover. The CJM leads the design, optimisation and delivery of end-to-end customer journeys across business, product and engineering teams.

Job Details

JOB TITLE: Customer Journey Manager (12 Months Fixed Term Contract)

Salary: £72,702 - £80,780

LOCATION(S): London or Bristol

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.

Why join us?

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.

What you’ll be doing

As a Customer Journey Manager, you’ll lead the design, optimisation and delivery of end-to-end customer journeys, working collaboratively across business, product and engineering teams. For PEGA workflows, you’ll act as the business workflow owner, with accountability for the backlog, roadmap and prioritisation in line with CIB strategy. You’ll use management information, insight and feedback to improve journey performance, workflow integrity and customer outcomes. You’ll also help ensure change is delivered effectively, adopted successfully and supported in live service.

Your key responsibilities will include:

• Owning the end-to-end customer journey, including process maps and requirements.
• Translating business needs into clear, prioritised deliverables.
• Defining management information and reporting requirements to support effective decision‑making.
• Managing the workflow backlog and roadmap, balancing customer value, risk and service stability.
• Using management information, incidents and feedback to find opportunities for improvement.
• Prioritising configuration and development changes in line with business needs.
• Coordinating delivery across business, product and engineering teams.
• Managing dependencies, priorities and stakeholder expectations to keep delivery on track.
• Leading end‑to‑end change delivery and rollout.
• Leading the user acceptance testing approach, execution and sign‑off.
• Developing clear communications, training and adoption activity.
• Monitoring workflow performance and supporting ongoing service improvements.
• Maintaining the control environment and supporting documentation.
• Leading release and lifecycle management activity.
• Ensuring workflows remain controlled, sustainable and fit for purpose.

What we’re looking for

Essential skills and experience

• Experience of owning workflow outcomes across the delivery lifecycle.
• Confidence using management information, data and feedback to shape priorities and identify improvements.
• Evidence of leading business‑led change delivery, including user acceptance testing, communications and adoption activity.
• Strong coordination skills, with the ability to work across delivery, service and governance priorities.
• The ability to translate business needs into clear requirements and prioritised deliverables.
• Experience of working collaboratively across business, product and engineering teams.
• A clear focus on delivering controlled, sustainable outcomes for customers and colleagues.
• Experience of owning or running PEGA workflows.
• Experience of backlog and roadmap management.
• An understanding of workflow configuration, release management or lifecycle management.
• Experience of working within a regulated environment.
• Knowledge of CIB customer journeys, products or services.

And any experience of these would be great.

We know that phenomenal talent comes from many backgrounds. Whilst 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 apply.

This is a place for you

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We’re committed to creating an environment where everyone can thrive, learn and develop. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have a disability, long‑term health condition or neurodivergent condition through the Disability Confident Scheme. We also 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.

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.