Lead Customer Journey Manager - Data & AI Transformation

Lloyds Banking Group; West of England; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Job share

Job summary

Lloyds Banking Group in Bristol is seeking a Lead Customer Journey Manager to drive data-enabled transformation across client and colleague journeys. The role combines customer journey expertise with data, analytics and AI to simplify processes and improve outcomes in a regulated banking environment.

You'll collaborate with products, CTO and operations to translate requirements into scalable data solutions, ensuring governance and alignment with business goals.

Qualifications

• Experience leading end-to-end client or colleague journeys using data/AI.
• Translate requirements into data/AI-enabled solutions.
• Strong data stewardship and data products understanding.

Responsibilities

• Lead end-to-end client and colleague journeys, applying Data, Analytics and AI to improve outcomes.
• Translate business and regulatory needs into Data & AI use cases with measurable value.
• Define and maintain journey, data and integration maps across systems.
• Partner with Product, CTO, CDAIO and Operations to align capabilities and data flows.
• Shape data requirements and data products to support journeys and reporting.
• Promote data stewardship and governance across journeys and products.
• Collaborate with Platform Leads, Data Product Owners, Engineers and AI specialists to deliver solutions.
• Use insights to identify improvements, risks and actions for prioritisation.
• Oversee cross-functional delivery to realise intended outcomes.

Skills

Customer Journey Transformation

Data & AI Transformation

End-to-end Journey Leadership

Stakeholder Management

Product & Portfolio Strategy

Data Governance

Job description

End Date
Wednesday 07 October 2026

Salary Range
£0 - £0

Flexible Working Options

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

Job Description Summary

.

Job Description

Job Title: Lead Customer Journey Manager - Data & AI Transformation

Location: Bristol

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 Bristol office.

About This Opportunity

We're on a mission to transform how we use data across our Corporate & Institutional Banking (CIB) division. As part of our CIB Data Labs team, you'll work in a collaborative, forward-thinking environment that brings together architecture, engineering and business communities. You'll play a key role in driving innovation and delivering impactful solutions that make a real difference to our customers.

As a Lead Customer Journey Manager , you'll play a critical role in product development, working with Product Owners and multidisciplinary teams to understand, measure and orchestrate end-to-end client and colleague journeys. You'll combine strong customer journey expertise with an understanding of processes, systems, data flows and integration points to translate customer, business and regulatory needs into data and technology-enabled solutions. You'll find opportunities to simplify processes, remove inefficiencies and improve outcomes through the effective use of Data, Analytics and AI.

Working across Product, CTO, CDAIO, Commercial Architecture, Data and Operations, you'll ensure journey intent, process design, data requirements and AI solutions remain aligned. Acting as the bridge between business and technology, you'll shape prioritisation decisions, orchestrate delivery across functional boundaries and ensure design choices deliver scalable, efficient, compliant and measurable outcomes.

You'll also promote effective data stewardship, ensuring the data required to support journeys and Data & AI use cases is clearly defined, understood, governed and connected to authoritative sources and strategic data products.

This is your chance to lead the migration of our data capabilities to the cloud, build trusted data foundations and unlock the potential of AI across our business.

What You'll Be Doing

• Lead the definition and optimisation of end-to-end client and colleague journeys, identifying where Data, Analytics and AI can improve decision-making, customer outcomes, operational efficiency and business performance.
• Translate business, customer and regulatory requirements into Data, Analytics and AI use cases, ensuring priorities are aligned to strategic business outcomes and measurable value.
• Define and maintain journey, process, data and integration maps, creating a single view of business processes, data flows, systems, controls and dependencies required to enable transformation.
• Partner with Product, CTO, CDAIO and Operations teams to understand shared Data & AI capabilities, data flows and dependencies, ensuring solutions are scalable, achievable and aligned to customer needs.
• Shape functional and non-functional data requirements, identifying critical business entities, attributes, metrics and data products required to support customer journeys, reporting, analytics and AI capabilities.
• Embed effective data stewardship practices, ensuring data ownership, definitions, quality standards, lineage, controls and regulatory obligations are understood, governed and consistently applied across journeys and products.
• Partner with Platform Leads, Data Product Owners, Engineers, Architects and AI specialists to ensure business needs and data requirements are translated into scalable, compliant and technology-enabled solutions.
• Use customer, operational and data insights to identify improvement opportunities, risks and actions, driving prioritisation decisions and continuous enhancement of Data, Analytics and AI capabilities.
• Orchestrate cross-functional delivery across business, operations, technology, risk and data teams, ensuring strategic Data & AI initiatives are aligned, dependencies are managed and intended customer and business outcomes are realised.

What You'll Need

You'll be able to demonstrate experience across the following areas:

• Customer Journey, Data & AI Transformation
• Significant experience leading complex, end-to-end client or colleague journey transformation, using Data, Analytics and AI to deliver measurable improvements in customer outcomes, operational performance and business value.
• Proven ability to translate customer, business and regulatory needs into prioritised use cases and technology-enabled solutions, influencing product strategy, roadmaps and investment decisions.
• Data Stewardship & Data Products
• Strong data stewardship expertise, including the definition and application of data ownership, business terminology, critical data elements, quality s