Customer Journey Manager (12 Months Fixed Term Contract)

Lloyds Banking Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Flexible holiday

Wellbeing initiatives

Parental leave policies

Job summary

Lloyds Banking Group 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 in a hybrid London or Bristol setting.

You will own PEGA workflows, manage backlog and roadmaps, and use management information to improve journey performance, customer outcomes and service stability while delivering effective change in live service.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Workflow ownership

Data-driven decisions

Change delivery leadership

Cross-functional collaboration

Requirements translation

Tools

PEGA

Job description

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.

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.

And any experience of these would be great

• 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.

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.

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.