PCI DSS Customer Journey Lead

Lloyds Banking Group; Bristol; On-site; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Pension contribution

Annual bonus

Share schemes

Discounted shopping

30 days holiday

Wellbeing & parental leave

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager to own and optimize the PCI DSS customer journey across product, operations, technology, risk and compliance. You will shape the roadmap, gather insights, and drive improvements while ensuring customer needs stay at the forefront.

The role requires strong knowledge of PCI DSS requirements and experience guiding end-to-end journeys, with collaboration across multiple teams to deliver compliant, customer-friendly outcomes.

Responsibilities

• Own and continually improve the end-to-end PCI DSS customer journey, keeping customer needs at the heart of decisions.
• Develop and maintain the PCI DSS proposition roadmap and customer journey strategy.
• Bring together customer feedback, data and operational insight to identify pain points and prioritise improvements.
• Work with the Product Owner and feature team to create and refine user stories, shape design choices and support product development.
• Coordinate activity across functional boundaries, resolving risks, issues and dependencies that could affect the customer journey.
• Act as a subject matter expert on PCI DSS requirements and associated card scheme mandates.
• Product Experience: Working knowledge of PCI DSS version 4.0 and its associated requirements.
• Journey Management: Experience owning and improving complex end-to-end customer journeys, anticipating risks and adapting journeys as customer needs change.
• Customer Centricity: The ability to anticipate customer needs and use feedback and insight to deliver integrated improvements alongside business objectives.
• Product Delivery: Experience maintaining roadmaps and supporting end-to-end product development.
• Customer Insights: Experience interpreting customer and performance data, identifying trends and translating findings into clear requirements and priorities.
• Critical Thinking: The ability to structure complex problems, challenge assumptions and implement evidence-based solutions.
• Agile Methodology & Tools: Experience applying agile practices, creating and refining user stories and using insight to support continuous improvement.
• Managing Key Relationships: Experience building consensus and managing competing priorities across technical, operational, risk and business stakeholders.

Job description

Lloyds Banking Group is seeking a Customer Journey Manager to own and optimize the PCI DSS customer journey across product, operations, technology, risk and compliance. You will shape the roadmap, gather insights, and drive improvements while ensuring customer needs stay at the forefront.

The role requires strong knowledge of PCI DSS requirements and experience guiding end-to-end journeys, with collaboration across multiple teams to deliver compliant, customer-friendly outcomes.