Customer Journey Manager (PCI DSS)

Lloyds; Greater London; Hybrid; GBP 65.000 - 95.000; Vollzeit

Benefits dieser Stelle

Health insurance

Flexible working

Pension

Share plans

Zusammenfassung

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

You will shape user stories, manage dependencies, and act as the PCI DSS SME to drive end-to-end improvements on a journey-critical program.

Qualifikationen

• Working knowledge of PCI DSS version 4.0 and its requirements.
• Experience applying agile practices and refining user stories.
• Experience interpreting customer and performance data to derive clear requirements and priorities.
• Experience building consensus and managing competing priorities across technical, operational, risk and business stakeholders.

Aufgaben

• Own and continually improve the end-to-end PCI DSS customer journey and proposition roadmap.
• Collaborate across Product, Operations, Technology, Risk, Compliance, Scheme Compliance and third-party suppliers.
• Create and refine user stories and support product development.
• Coordinate activity across functional boundaries, resolving risks, issues and dependencies.
• Act as a subject matter expert on PCI DSS requirements and card scheme mandates.
• Drive ongoing improvements to the customer journey to reduce effort and enhance compliance.

Kenntnisse

PCI DSS knowledge

Agile methodologies

Customer insights

Stakeholder management

Critical thinking

Customer centricity

Product delivery

Journey management

Jobbeschreibung

• 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
• 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
• 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

Benefits

• A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
• A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
• Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
• Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
• Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
• Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
• Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
• Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
• Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our ‘Your Tomorrow’ scheme. You can decide how much you save and get a say in where your contributions are invested.

Product Experience: Working knowledge of PCI DSS version 4.0 and its associated requirementsAgile Methodology & Tools: Experience applying agile practices, creating and refining user stories and using insight to support continuous improvementCustomer Insights: Experience interpreting customer and performance data, identifying trends and translating findings into clear requirements and prioritiesManaging Key Relationships: Experience building consensus and managing competing priorities across technical, operational, risk and business stakeholdersCritical Thinking: The ability to structure complex problems, challenge assumptions and implement evidence-based solutionsCustomer Centricity: The ability to anticipate customer needs and use feedback and insight to deliver integrated improvements alongside business objectivesProduct Delivery: Experience maintaining roadmaps and supporting end-to-end product developmentJourney Management: Experience owning and improving complex end-to-end customer journeys, anticipating risks and adapting journeys as customer needs change