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Customer Journey Manager

Lloyds Banking Group • Bristol, UK • 22h ago

JOB TITLE

Customer Journey Manager – Payments

SALARY

£61,344–£68,160 pa

LOCATION(S)

Bristol

HOURS

Full time (35 hours per week)

WORKING PATTERN

Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments in line with our Flexibility Works policy.

Whatyou’llbe doing

We’relooking for aCustomer Journey Manager (CJM)to join ourConsumer Servicing & Engagement (CS&E) Platform, within thePayments Lab!

This is ahands-on, delivery-focused role whereyou’llbe accountable forunderstanding,shapingand improvingend-to-endcustomer journeysacrosshigh-volume, highly regulated digital payments and customer details experiences.

Working closely withProduct Owners,Engineersand Experience Designers,you’llbring deep functional understanding of journeys-not just what customers see, but theprocesses, controls, businessrulesand technology that sit behind them.You’llplay a critical role in translating customer and business needs into clear, actionable journey definitions that teams can build against.

You’ll:

Independently own and understandend-to-endcustomer journeys,identifyingopportunities to improve outcomes for both customers and the business

Integrate insights fromdata, systems,processesand customer feedbackto form a clear picture of journey performance

Be accountable for the customer journey, making informed decisions and constructively challenging decisions when appropriate

Contribute to Agile ceremonies: refinement, planning, retros, stand-ups. Participate inDoR/DoD reviews

Investigate defects and issues to understand customer impact

Develop andmaintainhigh-quality customer journeydocumentationand process maps, ensuring they accuratelyrepresentreal-worldjourneys

Work closely with Engineering teams,demonstratingtechnicalfluencyand acting as a bridge between business intent and technical delivery

Continually evaluate journey effectiveness usingdata-led insight, applying a continuous improvementapproach

Coordinate and influencecross functionalalignment, ensuring journeys work end-to-end across organisational boundaries

Support prioritisation and design decisions by bringing a strong customer and functional perspective into product discussions

This role sits within afast paced, forward-thinking lab deliveringhigh-profilechange for millions of customers.You’llhave the opportunity to work on critical journeys involvingpayments, customer details management and regulated financial processes, helping to shape how customers move money and manage their information across our digital channels.

Why join us?

We’retransforming at pace — investing heavily in our people,dataand technology to deliver simpler, morepersonalisedand more human digital banking experiences.

Within CS&E,we’reresponsible for some of themostfrequentlyused journeys across the Group, serving over 20 million digital customers.You’llbe at the heart of meaningful, customervisible change, working alongside talented product,engineeringand design colleagues in an environment that values curiosity,collaborationand continuous improvement.

Whatwe’relooking for

Essential skills and experience

Around 5+ years of experience owning or shapingend-to-end customer or process journeysin a complex environment

Strong analytical and problem-solving skills, with the ability to integrate insight frommultiple data sources,systemsand processes

Technical fluency-comfortable working closely with Engineers and Architects, understanding how functionality is realisedand speak with credibility to senior technical and business colleagues and collaborators

Experience translating business and customer needs intoclear functional requirements and journey definitions

Confidence working independently, takingownershipand driving work forward

Strongcommunicationand collaborationskills, able to align teams across functions and manage differing priorities

A continuous improvement mindset, using insight to drive better customer and business outcomes

Desirable experience

Experience working inpayments, customer data, or other high-volume regulated environments

Understanding ofpayments and/or KYC regulations and compliance requirements

Experience working inagile, productled delivery teams

Exposure to largescale digital platforms serving millions of customers

We know thatgreat talentcomes from many backgrounds

Whilst this advert may reference specific experience, we recognise that skills are developed in many ways. If you have relevant, transferable experience and a strong customer and functionalapproach, we encourage you to apply.

This is a place for you!

We’recommitted to building an inclusive, diverse workplace where everyone can thrive. We want all candidates to have the opportunity to shine-please let us know ifthere’sanything we can do to support you through the assessment processand if yourequireany reasonable adjustments.

We also offer a comprehensive benefits package, including: