Customer Journey Manager - PCI DSS

Lloyds Banking Group

Greater London

Hybrid

GBP 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounted shopping

30 days holiday

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager to own the end-to-end PCI DSS customer journey and proposition roadmap. You will collaborate across Product, Operations, Technology, Risk and Compliance to deliver clear guidance and solutions that drive compliance while reducing customer effort.

Working in a hybrid model (London or Bristol), you will coordinate across teams, translate customer feedback into requirements, and act as a subject matter expert on PCI DSS and card scheme

Qualifications

Experience with PCI DSS version 4.0 and its requirements.
Experience owning and improving complex end-to-end customer journeys.
Ability to anticipate customer needs and translate insights into improvements.
Experience maintaining roadmaps and supporting end-to-end product development.
Experience interpreting customer data to identify trends and priorities.
Strong problem solving and evidence-based decision making.
Experience applying agile practices and refining user stories.
Ability to manage relationships across technical, operations, risk and business stakeholders.

Responsibilities

Own and continually improve the end-to-end PCI DSS customer journey and roadmap.
Develop PCI DSS proposition roadmap and journey strategy.
Integrate customer feedback and data to prioritise improvements.
Collaborate with Product Owner and teams to refine user stories and support development.
Coordinate cross-functional activity and manage risks and dependencies.
Act as subject matter expert on PCI DSS requirements and card scheme mandates.

Skills

PCI DSS v4.0

Journey management

Customer centricity

Product delivery

Customer insights

Critical thinking

Agile methodology

Stakeholder management

Education

Bachelor's degree or equivalent

Job description

SALARY: Competitive Package Available

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 your time, at one of our office sites.

About this opportunity

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.

About us / Why 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.

What you'll need

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.

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 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.

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 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: