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Customer Journey Manager - MMP, Strategic Trade Flow, Markets Platform
Lloyds Bank plc
City Of London
Hybrid
GBP 80,000 - 100,000
Full time
Job summary
A leading financial institution is seeking a Customer Journey Manager to oversee the end-to-end customer experience in their London office. The ideal candidate will work collaboratively to enhance journey effectiveness, leveraging insights from various functions and focusing on continuous improvement. This role supports hybrid working arrangements.
Benefits
Qualifications
- Experience migrating desks/products from one system to another.
- Familiarity with Murex is highly desirable.
Responsibilities
- Understand and optimise the end-to-end customer experience.
- Continually evaluate the effectiveness of the journey.
- Coordinate cross-functional alignment on journeys.
Skills
Job description
Customer Journey Manager - MMP, Strategic Trade Flow, Markets Platform page is loaded
End Date
Wednesday 13 August 2025Salary Range
£0 - £0We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
.Job Description
JOB TITLE:Customer Journey Manager - MMP, Strategic Trade Flow, Markets Platform
LOCATIONS:London
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 the Strategic Trade Flow (STF) Lab
The STF Lab, part of the Markets Platform, was established to drive the successful delivery of the Murex Migration Programme (MMP) while simultaneously enhancing our business-as-usual (BAU) capabilities. Our mission is to evolve and strengthen the strategic Murex application, enabling a broader range of products and processes that MMP will introduce.
Our team is structured into two dedicated product groups:Core Trade Management, which supports trade booking across Murex (FX & Commodities) and Summit (Rates & Credit); andFinancing & Collateral, which manages the Apex repo system and Colline for collateral management. As part of MMP, Summit, Apex, and Colline will be consolidated into the Murex platform, aligning with our goals of application rationalisation, cost efficiency, technology simplification, and improved risk management.
While transformation is a key focus, we're equally committed to maintaining a resilient and stable BAU environment to support ongoing business and client needs. As we continue to scale the Lab, we're investing in automation (e.g., release testing) and engineering excellence to future-proof our technology landscape and ensure we're well-positioned to adapt to the evolving demands of the market.
About This Opportunity
The Customer Journey Manager plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Role Responsibilities
Understand:
Independently understands the end-to-end journey
Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise:
Continually evaluates the effectiveness of the journey from a customer and business perspective
Displays a continuous improvement approach to their journey
Orchestration:
Coordinate cross functional alignment on journeys
Understand cross-functional context and build alignment as needed
What You’ll Need
An understanding of the Markets Platform, Finance, Risk, Markets Operations and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Product knowledge of Interest Rates Swaps and/or Money Market products including the trade lifecycle and how trades traverse the Markets Platform stack and beyond.
General Capital markets knowledge, and understanding of treasury products and capabilities and experience of working on large multi-year implementations
Experience of migrating desks/products from one system to another or within a single system, as part of major project transformation (Highly Desirable)
Experience and familiarity with Murex (Highly Desirable)
About Working For Us
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 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 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 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
This is a once in a career opportunity to help shape your future as well as ours!Join us and grow with purpose.
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.
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