Lead Customer Journey Manager

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

Job summary

A leading financial institution in the UK is seeking a Lead Customer Journey Manager to enhance customer experiences through innovative AI tools. As part of a collaborative team, you'll map customer journeys and drive product developments, ensuring customer needs are at the forefront. Ideal candidates have significant experience in financial services, especially in investments, and strong leadership capabilities. This hybrid role offers competitive salary and benefits.

Benefits

Generous pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

30 days’ holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Qualifications

• Significant experience within the financial services sector, especially in investments.
• Experience in leading change within large-scale programmes.
• Hand-on experience working in agile environments.

Responsibilities

• Lead customer journey and product development in a hybrid environment.
• Map customer journeys and drive improvements based on needs.
• Integrate data insights into prioritisation and design decisions.

Skills

Financial Services Expertise

Cross-Functional Collaboration

Customer-Centric Approach

Innovation

Change & Agile Delivery

Senior Stakeholder Engagement

Decision-Making & Risk Management

Job description

End Date

Salary Range

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

Flexible Working Options

Hybrid Working

Job Description Summary

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Job Description

Job Title:Lead Customer Journey Manager – D2C Investments

Location:Leeds, Edinburgh or London

Salary: £76,194 - £89,640

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 our above offices.

About This Opportunity:

The Financial Conduct Authority (FCA) has highlighted the progressive potential of AI in strengthening the UK’s investment culture, particularly in closing the advice gap and making financial mentorship more accessible. With only 31% of UK adults currently investing and the majority doing so without regulated advice, there’s a clear opportunity to support better financial outcomes.

As one of the UK’s largest providers of pensions and investments, Scottish Widows is well-positioned to lead this change. Within Lloyds Banking Group, the D2C Investments Platform supporting Halifax Share Dealing Ltd. and Ready-Made propositions via Embark and FNZ delivers investment solutions across trusted brands like Lloyds, Halifax, and Bank of Scotland.

This role sits within the AI Agents Lab, which is responsible for delivering the Scottish Widows Investment Agent - a tool crafted to help customers make smarter long-term financial decisions. The tool uses AI to guide customers on where to invest their next available £, aligned with upcoming FCA regulatory changes.

You’ll work in an agile, purposeful environment. Through collaborating, you'll ensure the AI experience is clear, natural, and candid to empower customers to feel more confident in their financial decisions. As part of the frontier of our AI proposition – you will be innovating and shaping the future of customer experience through a new human like channel.

What you’ll be doing:

• Customer Journey Leadership:You’ll play a pivotal role in product development—supporting Product Owners and cross-functional teams to understand, measure, and orchestrate customer journeys. Ensuring the customer remains at the heart of all experiences, both internal and external.
• Journey Mapping & Continuous Evaluation:Lead the creation and maintenance of customer journey and process maps (e.g. Visio), continuously evaluating their effectiveness and driving improvements based on customer and business needs.
• Data-driven Decision Making: Independently integrate insights from diverse data, systems, and processes, helping the team make sense of this information and apply it to prioritisation and design decisions.
• Cross-Functional Teamwork: Orchestrate efforts across Product, Experience Design, and Engineering to ensure the intended user experience is accurately represented and delivered, breaking down silos to enhance journey effectiveness.
• Team Development & Support: Coach and support, lead team performance, and act as a point of escalation—fostering growth and alignment with business objectives.
• Champion of Continuous Improvement: Model a continuous improvement attitude, bringing external insights and leadership aligned with the organisation’s core values to elevate journey standards.

Why Lloyds Banking Group:

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:

• Financial Services Expertise: Significant experience within the financial services sector, ideally with exposure to investments, pensions, or digital platforms.
• Cross-Functional Collaboration: Confirmed experience working across business and engineering teams to deliver integrated, customer-focused solutions.
• Customer-Centric Approach: Able to demonstrate a strong commitment to customer outcomes, with the ability to identify unmet needs and deliver value beyond expectations.
• Innovation: Forward thinking and able to challenge the status quo, with proven experience in innovating new approaches.
• Change & Agile Delivery: Skilled in leading change within large-scale programmes, with hands-on experience working in agile environments.
• Senior Stakeholder Engagement: Confident in building trusted relationships with senior leaders and influencing strategic direction through strong communication and leadership.
• Decision-Making & Risk Management: Shown ability to build consensus, lead opposing priorities, and resolve critical risks and issues to ensure timely delivery of outcomes.

About working for us:

Our ambition is to be the top tier 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

Ready for a career where you can have a positive impact as you learn, grow and thrive?Apply today and find out more.

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.