Customer Journey Manager - PCI DSS

Lloyds Banking Group; Bristol; On-site; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Pension contribution

Annual bonus

Share schemes

Discounted shopping

30 days holiday

Wellbeing & parental leave

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager to own and optimize the PCI DSS customer journey across product, operations, technology, risk and compliance. You will shape the roadmap, gather insights, and drive improvements while ensuring customer needs stay at the forefront.

The role requires strong knowledge of PCI DSS requirements and experience guiding end-to-end journeys, with collaboration across multiple teams to deliver compliant, customer-friendly outcomes.

Responsibilities

• Own and continually improve the end-to-end PCI DSS customer journey, keeping customer needs at the heart of decisions.
• Develop and maintain the PCI DSS proposition roadmap and customer journey strategy.
• Bring together customer feedback, data and operational insight to identify pain points and prioritise improvements.
• Work with the Product Owner and feature team to create and refine user stories, shape design choices and support product development.
• Coordinate activity across functional boundaries, resolving risks, issues and dependencies that could affect the customer journey.
• Act as a subject matter expert on PCI DSS requirements and associated card scheme mandates.
• Product Experience: Working knowledge of PCI DSS version 4.0 and its associated requirements.
• Journey Management: Experience owning and improving complex end-to-end customer journeys, anticipating risks and adapting journeys as customer needs change.
• Customer Centricity: The ability to anticipate customer needs and use feedback and insight to deliver integrated improvements alongside business objectives.
• Product Delivery: Experience maintaining roadmaps and supporting end-to-end product development.
• Customer Insights: Experience interpreting customer and performance data, identifying trends and translating findings into clear requirements and priorities.
• Critical Thinking: The ability to structure complex problems, challenge assumptions and implement evidence-based solutions.
• Agile Methodology & Tools: Experience applying agile practices, creating and refining user stories and using insight to support continuous improvement.
• Managing Key Relationships: Experience building consensus and managing competing priorities across technical, operational, risk and business stakeholders.

Job description

Join us as a Customer Journey Manager and help customers navigate the evolving Payment Card Industry Data Security Standard, known as PCI DSS. Working across Product, Operations, Technology, Risk, Compliance, Scheme Compliance and third-party suppliers, you'll own the end-to-end PCI DSS customer journey and proposition roadmap. You'll make sure customers receive clear guidance, support and solutions that enable compliance while reducing customer effort. In this role, you'll:

• Own and continually improve the end-to-end PCI DSS customer journey, keeping customer needs at the heart of decisions.
• Develop and maintain the PCI DSS proposition roadmap and customer journey strategy.
• Bring together customer feedback, data and operational insight to identify pain points and prioritise improvements.
• Work with the Product Owner and feature team to create and refine user stories, shape design choices and support product development.
• Coordinate activity across functional boundaries, resolving risks, issues and dependencies that could affect the customer journey.
• Act as a subject matter expert on PCI DSS requirements and associated card scheme mandates.
• Product Experience: Working knowledge of PCI DSS version 4.0 and its associated requirements.
• Journey Management: Experience owning and improving complex end-to-end customer journeys, anticipating risks and adapting journeys as customer needs change.
• Customer Centricity: The ability to anticipate customer needs and use feedback and insight to deliver integrated improvements alongside business objectives.
• Product Delivery: Experience maintaining roadmaps and supporting end-to-end product development.
• Customer Insights: Experience interpreting customer and performance data, identifying trends and translating findings into clear requirements and priorities.
• Critical Thinking: The ability to structure complex problems, challenge assumptions and implement evidence-based solutions.
• Agile Methodology & Tools: Experience applying agile practices, creating and refining user stories and using insight to support continuous improvement.
• Managing Key Relationships: Experience building consensus and managing competing priorities across technical, operational, risk and business stakeholders.
• Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are 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 launch a dedicated Working with Cancer initiative., 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.

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