Customer Journey Manager, Lloyds

• Around 5+ years of experience owning or shaping end-to-end customer or process journeys in a complex environment
• Strong analytical and problem-solving skills, with the ability to integrate insight from multiple data sources, systems and processes
• Technical fluency - comfortable working closely with Engineers and Architects, understanding how functionality is realised and speak with credibility to senior technical and business colleagues and collaborators
• Experience translating business and customer needs into clear functional requirements and journey definitions
• Confidence working independently, taking ownership and driving work forward
• Strong communication and collaboration skills, able to align teams across functions and manage differing priorities
• A continuous improvement mindset, using insight to drive better customer and business outcomes

Desirable

• We're looking for a new Customer Journey Manager to join our Payments Lab. This role is responsible for shaping and improving complex digital journeys, ensuring they operate effectively across systems, teams and channels
• We’re looking for a Customer Journey Manager (CJM) to join our Consumer Servicing & Engagement (CS&E) Platform, within the Payments Lab!
• This is a hands-on, delivery-focused role where you’ll be accountable for understanding, shaping and improving end-to-end customer journeys across high-volume, highly regulated digital payments and customer details experiences
• Working closely with Product Owners, Engineers and Experience Designers, you’ll bring deep functional understanding of journeys - not just what customers see, but the processes, controls, business rules and technology that sit behind them. You’ll play a critical role in translating customer and business needs into clear, actionable journey definitions that teams can build against
• Independently own and understand end-to-end customer journeys, identifying opportunities to improve outcomes for both customers and the business
• Integrate insights from data, systems, processes and customer feedback to 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 in DoR/DoD reviews
• Investigate defects and issues to understand customer impact
• Develop and maintain high-quality customer journey documentation and process maps, ensuring they accurately represent real-world journeys
• Work closely with Engineering teams, demonstrating technical fluency and acting as a bridge between business intent and technical delivery
• Continually evaluate journey effectiveness using data-led insight, applying a continuous improvement approach
• Coordinate and influence cross functional alignment, 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 a fast paced, forward-thinking lab delivering high-profile change for millions of customers. You’ll have the opportunity to work on critical journeys involving payments, customer details management and regulated financial processes, helping to shape how customers move money and manage their information across our digital channels

• End Date: Saturday 28 March 2026