Sales Executive – Strategic Market
Gainwell Technologies
Customer Journey Manager – FTC / Secondment
Lloyds Banking Group
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £59,850 - £66,500 per year
Job Level
Mid-LevelSenior
About the role
- Job Title: Customer Journey Manager (FTC/ Secondment)
- Location: Edinburgh, Dundee or Leeds
- Salary: £59,850 - £66,500
- 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.
- Additional Information: This is a 12 month contract opportunity.
- Join Lloyds Banking Group and be part of a team that’s transforming how we understand and improve customer experiences. Within our Consumer Duty Lab, we’re looking for a Customer Journey Manager to help us identify customer outcomes, uncover potential harms and define the KPIs that measure success.
- You’ll work alongside Product Owners, Data Analysts and Modellers to shape journeys that keep customer needs at the heart of everything we do. As part of a dynamic feature team, you’ll play a leading role in interpreting insight and translating it into design choices and prioritisation strategies.
- You’ll collaborate across Product, Experience Design and Engineering to ensure the intended user experience is accurately represented, and you’ll drive continuous improvement across internal and external journeys.
- What you’ll be doing: Independently understand and optimise end-to-end customer journeys
- Integrate insights from data, processes and systems to inform journey design
- Lead the creation of customer journey and process maps using tools like Visio
- Evaluate journey effectiveness from both customer and business perspectives
- Champion a continuous improvement mindset across all touchpoints
- Coordinate cross-functional alignment to ensure journey success
Requirements
- Strong experience in customer journey mapping and process design
- Proven ability to integrate insights from multiple data sources
- Ability to work independently and lead on journey optimisation
- Confidence in using tools such as Visio or similar for mapping
- Experience collaborating across product, design and engineering teams
- A passion for improving customer outcomes and reducing potential harms
