Customer Journey Manager, Lloyds

• Do you have a passion for developing fantastic Customer Journeys and continuously improving how customers experience our products
• We’re looking for someone who is highly customer focused, has strong analytical skills, and is motivated by continuous improvement
• Experience understanding and detailing end-to-end processes and journeys, with the ability to spot what’s working and what needs to improve
• Strong analytical skills, with confidence interpreting complex data and turning it into clear, meaningful insights that support decision making
• A continuous improvement outlook, with hands-on experience finding opportunities and delivering improvements across journeys or processes
• Great problem-solving ability paired with strong relationship building skills, enabling you to work effectively with colleagues across teams
• Strong communication skills, including the ability to clearly and confidently summarize complex information for senior audiences

Desirable

• HOURS: Full-time, 35 hours per week
• This is your chance to bring your expertise to the role of Customer Journey Manager and help deliver great products and journeys for our customers
• The role sits within the Customer Product Lab, which forms part of the wider Insurance, Pension and Investment business
• As the Group continues to Grow, Focus and Change, the General Insurance business plays a key role in achieving our objectives
• You’ll work closely with our Digital Sales and Claims Feature Teams to deliver outstanding customer journeys
• It’s a really exciting time to join General Insurance as we grow and increase our market share, with many new products, partnerships and journeys on the horizon
• In this position, you’ll partner with our Feature Teams and Experience Design teams to gain insight into our full customer journeys
• You will evaluate their efficiency and decide, prioritise, and carry out changes that measurably improve outcomes
• You’ll be part of an encouraging group of Customer Journey Managers within General Insurance and across the wider IP&I business—sharing protocols, aligning standards, and cooperating to foster continuous, customer-centred progress swiftly
• Build seamless digital journeys — independently and collaboratively compose, map, and optimise end to end customer journeys so every touchpoint delivers a smooth, engaging digital experience
• Turn insights into action — use data, processes, and system insights to inform journey development, always keeping the customer at the heart of what you do
• Champion continuous improvement — regularly assess journeys from customer and business perspectives, finding opportunities to improve and innovate at every step
• Connect teams for impact — bring together cross functional teams and specialisms, building consensus and ensuring everyone is aligned to deliver a truly connected experience
• Build positive relationships — develop and nurture collaborator relationships, manage competing priorities, and facilitate resolution of differing viewpoints to keep delivery moving
• Drive the Lab roadmap — collaborate with the Product Owner and Feature Teams to build priorities and deliver features that measurably improve customer experience and outcomes

• End Date: February 25, 2026