Homes Platform Customer Journey Manager

Lloyds Banking Group; Leeds; On-site; GBP 55,000 - 70,000; Full time

Job summary

A leading financial institution in the UK seeks a Customer Journey Manager to optimize the end-to-end customer experience. The role involves integrating insights, leading journey mapping, and ensuring alignment across functions. Candidates should be skilled in problem-solving and cross-functional teamwork. Financial services experience is advantageous. The organization is committed to diversity and offers a range of benefits including a generous pension and 30 days of holiday.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days' holiday

Wellbeing initiatives and parental leave policies

Qualifications

• Experience leading end-to-end product delivery with a customer focus.
• Skilled in complex change management.
• Strong background in financial services or mortgage experience is beneficial.

Responsibilities

• Integrate insights from disparate data into the customer journey.
• Lead on Customer Journey and process mapping.
• Continually evaluate journey effectiveness from multiple perspectives.

Skills

Customer journey mapping

Cross-functional teamwork

Problem-solving

Analytical skills

Conflict resolution

Tools

Figma

Job description

Overview

Some great opportunities have arisen within the Homes Platform for Customer Journey Managers (CJM) to work within an amazing team and make a real difference to our customers. The CJM 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. 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.

Responsibilities

• 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
• 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 the organisation and culture

Note: We are focused on diversity, equity and inclusion and creating an environment in which everyone can thrive, learn and develop. We are committed to building a truly inclusive workplace where all colleagues have the opportunity to make a real difference. We keep your data safe and explain any background checks only after an interview offer. We are a values-led organisation with a commitment to a diverse workforce that reflects the customers and communities we serve. We are dedicated to reasonable adjustments during recruitment to reduce barriers.

Benefits

• 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.