Homes Platform Customer Journey Manager

lloyds banking group; Halifax; Hybrid; GBP 61,000 - 69,000; Full time

Job summary

A leading UK banking institution is seeking a Customer Journey Manager in Halifax or Leeds. The role emphasizes integrating insights from data and leading customer journey mapping. Candidates should have strong analytical and problem-solving skills with a commitment to continuous improvement. The organization promotes hybrid working, offering a supportive environment that values diversity and inclusion. A competitive salary and a comprehensive benefits package await the successful candidate.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

30 days’ holiday plus bank holidays

Share schemes including free shares

Well-being initiatives

Qualifications

• Skilled in leading end-to-end product delivery with a strong focus on customer needs.
• Experience of customer journey mapping is essential.
• Strong analytical skills with ability to interpret data.

Responsibilities

• Integrate insights from disparate data relevant to the customer journey.
• Lead Customer Journey and process maps using tools like Figma.
• Evaluate the effectiveness of customer journeys.

Skills

Leading end-to-end product delivery

Customer journey mapping

Cross-functional teamwork

Problem-solving abilities

Analytical skills

Job description

Job details

End Date Thursday 12 February 2026

Salary Range £61,344 - £68,160

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours

Job Description Summary

Job Description

JOB TITLE: Customer Journey Manager

SALARY: £59,850 - £66,500

LOCATION(S): Halifax or Leeds

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 listed above.

What you'll be doing

• Integrating insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Leading on Customer Journey and process maps (e.g Figma)
• Continually evaluating the effectiveness of the journey from a customer, colleague and business perspective
• Displaying a continuous improvement mindset to the journey
• Coordinating cross functional alignment on journeys
• Understanding cross-functional context and build alignment as needed

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Skilled in leading end-to-end product delivery with a strong focus on customer needs and complex change management, including experience of customer journey mapping.
• Effective at cross-functional teamwork, conflict resolution, and consensus-building to drive outcomes.
• Strong problem-solving abilities and adept at translating customer insights into actionable product enhancements.
• Transparent about product performance, proactive in resolving issues, and committed to continuous improvement.
• Strong analytical skills and ability to interpret data and drive evidence‑based decisions
• Operates within robust control frameworks and communicates clearly with stakeholders at all levels.

Financial Services and mortgage experience would be beneficial.

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

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you!

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.