Lead Customer Journey Manager

Lloyds Banking Group; Bristol; Hybrid; GBP 76,000 - 90,000; Full time

Job summary

A major UK banking institution is seeking a Lead Customer Journey Manager in Bristol to lead a team focused on designing and optimizing customer journeys. This role involves collaboration with data and engineering teams to ensure that customer-centric solutions are driven by data insights, fostering a culture of continuous improvement throughout the organization.

Benefits

Generous pension contribution

Annual bonus award

Share schemes including free shares

30 days’ holiday

Wellbeing initiatives

Generous parental leave policies

Qualifications

• Strong experience in customer journey design, journey management or decisioning.
• Proven leadership experience – able to lead teams, coach individuals, and foster a positive, inclusive culture.
• Experience working in data-driven environments.

Responsibilities

• Lead and inspire a team of Customer Journey Managers.
• Set the vision and roadmap for customer journeys.
• Oversee the design and optimization of decisioned journeys.

Skills

Customer journey design

Leadership

Data-driven environments

Stakeholder management

Job description

Overview

End Date Wednesday 08 October 2025

Salary Range £76,194 - £89,640

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Job Description

Job Title: Lead Customer Journey Manager

Salary: £76,200 per annum to £89,600 per annum plus an extensive benefits package

Location: Bristol

Hours: 35 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 the Bristol hub.

We’re on an exciting journey to transform our Group and the way we shape 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, including you!

About the team

At Lloyds Banking Group, we’re building the bank of the future – one that truly puts customers at the heart of every interaction. A key part of this ambition is our Customer Decisioning Lab, where we’re transforming how we use data and intelligence to deliver next best experiences (NBX).

About the role

As a Customer Journey Manager (CJM) in the Customer Decisioning Lab, you’ll play a central role in making this transformation real. You’ll lead a team of CJMs who are shaping, designing and optimising decisioned customer journeys across multiple channels and product areas. Your team will be the bridge between business goals, customer needs, and technical capability – ensuring that every journey we design is grounded in customer insight, enabled by data, and powered by our decisioning ecosystem. This is a leadership role with broad scope: you’ll guide and develop your team, set strategic priorities, and work closely with product, data, and engineering partners to unlock value from our decisioning transformation.

As a Lead Customer Journey Manager you will;

• Lead and inspire a team of Customer Journey Managers, supporting their growth, wellbeing and performance.
• Set the vision and roadmap for how customer journeys are designed and delivered within the Decisioning Lab.
• Oversee the design and optimisation of decisioned journeys that deliver next best experiences across channels.
• Partner with data and engineering teams to ensure journeys are enabled by modernised data and aligned with the capabilities of Pega CDH.
• Work with business stakeholders to prioritise journeys that deliver meaningful value for both customers and the bank.
• Drive a culture of continuous improvement, using data, experimentation and feedback to refine journeys.
• Act as a senior leader in the lab – contributing to strategy, championing best practice, and role-modelling inclusive leadership.

About you

• Strong experience in customer journey design, journey management or decisioning.
• Proven leadership experience – able to lead teams, coach individuals, and foster a positive, inclusive culture.
• Experience working in data-driven environments – comfortable with concepts like data modernisation, personalisation, or decisioning platforms.
• Excellent stakeholder skills – able to align business, technology, and design communities.
• Track record of delivering customer-first, outcome-driven journeys at scale.
• Passion for helping customers and building experiences that are fair, transparent and impactful.

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 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. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people?

Join our journey.

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.

Data and recruitment notes

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.

Diversity and inclusion

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.