Customer Journey Manager - Strategic Trade Flow, Markets Platform (12 Month Fixed Term Contract)

LLOYDS BANKING GROUP; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A major UK bank in London is seeking a Customer Journey Manager for a 12-month contract. This role involves optimizing the end-to-end customer experience, working with product teams to ensure customer needs are prioritized. The ideal candidate has experience in financial markets and product knowledge of Interest Rates Swaps. The position supports a hybrid work model, offering flexibility in working arrangements and a comprehensive benefits package including a generous pension and bonus scheme.

Benefits

Generous pension contributions

Annual performance-related bonus

Share schemes including free shares

30 days’ holiday

Qualifications

• Understanding of finance, risk, and markets operations essential.
• Experience in migrating products during major project transformations is highly desirable.
• Familiarity with Interest Rates Swaps and Money Market products required.

Responsibilities

• Understand and optimize end-to-end customer journey.
• Evaluate journey effectiveness and ensure continuous improvement.
• Coordinate cross-functional alignment on customer journeys.

Skills

Understanding of Markets Platform

Product knowledge of Interest Rates Swaps

General Capital markets knowledge

Experience with Murex

Job description

End date Wednesday 13 August 2025

Salary range

We support flexible working

Learn more about flexible working.

Agile Working Options Job Share; Hybrid Working

Job description

JOB TITLE: Customer Journey Manager - Strategic Trade Flow, Markets Platform (12 Month Fixed Term Contract)

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); and Financing & 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 (Fixed Term Contract)

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.