Senior Customer Journey Manager – Payments & Customer Details Management

lloyds banking group; Bristol; Hybrid; GBP 76,000 - 90,000; Full time

Job summary

A major UK banking institution in Bristol is seeking a Senior Customer Journey Manager to enhance customer experiences in Payments. You will lead a team, define high-level requirements, and improve customer journeys, while working in a hybrid model. The ideal candidate will possess strong analytical skills, leadership experience, and be knowledgeable in Payments & KYC regulations. Competitive salary range of £76,194 - £89,640 is offered.

Benefits

Generous pension contribution

Annual performance-related bonus

Share schemes including free shares

30 days holiday plus bank holidays

Wellbeing initiatives

Qualifications

• Proficiency in data analysis and visualization tools.
• Strong understanding of Payments & KYC regulations.
• Experience in leading high-performing teams.

Responsibilities

• Understand end-to-end customer journeys in Payments.
• Define high-level requirements for new solutions.
• Lead a team of Customer Journey Managers.

Skills

Analytical skills

Data analysis and visualization

Communication skills

Leadership

Problem-solving

Job description

End Date

Sunday 12 October 2025

Salary Range

£76,194 - £89,640

Flexible Working Options

We support flexible working. Hybrid Working.

Job Description Summary

Job Description

JOB TITLE: Senior Customer Journey Manager – Payments & Customer Details Management

LOCATION: Bristol

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at an office hub mentioned above.

About this opportunity

Consumer Servicing & Engagement (CS&E) Platform delivers a unified digital servicing proposition for personal customers on the device of their choosing, giving the best digital customer experience to increase engagement and options for self-service.

We build deeper and more trusted relationships with our customers and support them to improve their financial lives by offering valuable, engaging and human-like digital banking experiences. We grow customer satisfaction and trust through simple, useful and personalised experiences that they love.

We provide and guide customers to complete and easy-to-use self-serve offerings where they can do (almost) everything they want within digital. We deepen valued customer relationships, helping them build financial resilience, by understanding what they need and when.

We’re looking for a Senior Customer Journey Manager to join our Payments lab, where you\'ll play a crucial role in product development, assisting the Senior 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 Payments Lab is a fast paced and forward thinking Lab where teams are empowered to think big, test and learn and drive outstanding changes for our customers and the Bank. We\'re responsible for delivering outstanding customer experiences for the Group’s 20+ million digital customers, creating top class digital journeys. This role is an opportunity to collaborate with Engineering and Design to deliver high profile customer-facing change and be at the forefront of key transformations which the Group is delivering including allowing customer to co-service across brands and migrating our brands to new and innovative architecture.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Responsibilities

• Independently understands the end-to-end customer journeys in Payments (Domestic & International) and Customer Details Management
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Defines high-level requirements and supports incubation of new solutions to address customer problems.
• Oversees the delivery of quality Customer Journey and process maps.
• Continually evaluates the effectiveness of the journey from a customer and business perspective using data-led insights.
• Lead a team of CJMs to deliver brilliant customer experiences – both line managing directly and coaching as the CJM Practice Lead for the Lab.
• Work with Engineering teams to determine the best solution to meet customer needs.
• Display a continuous improvement mentality to their journey.
• Coordinate cross-functional alignment on journeys.
• Understand cross-functional context and build alignment as needed.

Skills we’re looking for

• Strong analytical and problem-solving skills, proficiency in data analysis and visualisation tools, a deep understanding of digital transformation and agile methodologies, excellent communication skills and expertise in identifying business needs and translating them into technical solutions.
• Promoting the value of customer outcomes with the team and peers and ensuring work efforts to achieve these. Anticipates customers\' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
• Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
• Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
• Leadership in coaching and developing high-performing teams, fostering a culture of inclusivity and continuous improvement.
• Shown ability to lead change and navigate ambiguity, identifying opportunities in complex or disruptive environments working independently to proactively solve difficult problems.
• Strong understanding of Payments & KYC regulations & compliance requirements.
• Good high level understanding of the end to end technical landscape involved in Payments & Customer Details.

About working for us

Our ambition is to be the leading 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

If all of this resonates, and you want a job with big meaning, then please do get in touch to discuss!

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.