Customer Journey Manager, Lloyds
Data, Credit Cards Platform
£59.9-66.5k
+ An annual bonus award, subject to Group performance + Share schemes including free shares
2+ days a week in office
Retail and commercial bank
Be an early applicant
Retail and commercial bank
1001+ employees
Be an early applicant
£59.9-66.5k
+ An annual bonus award, subject to Group performance + Share schemes including free shares
2+ days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- Demonstrable experience in product management, with a focus on customer journey mapping and optimisation ideally in a data environment
- Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies
- Excellent written and verbal communication skills tailored to various audiences
- Strong grasp of technology and its utilisation in improving customer experiences
- Demonstrated ability to identify and implement process improvements
- Capability to work within established data management systems and procedures
- Dedication to personal growth and fostering the growth of others
- Flexibility: Ability to thrive in a fast-paced, dynamic environment and effectively prioritise tasks
- Strong problem-solving abilities with a proactive approach to identifying and addressing challenges
Desirable
- Working knowledge of data delivery, GCP technology is advantageous
- Proven experience using Agile/Scrum methodologies and tooling (JIRA/Confluence)
- Credit Card product and system knowledge
- Experience of regulatory change initiatives and governance
- Demonstrates a growth learning mindset, open to new experiences to intentionally grow their individual and team Skill
What the job involves
- The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration
- This specific role is to support the Data team within the Cards Platform
- This is a growing, team with a remit to support Acquisition and Customer Engagement targets for the Bank
- The CJM is responsible for understanding and optimising the end-to-end customer experience, ensuring customer needs are prioritised
- They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency
- This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented
- Partner with key members of the Credit Card teams and elsewhere to translate business and analytical requirements into GCP data solutions, ensuring they align with our strategic objectives
- Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritisation and design decisions
- Cross- Functional Collaboration: Work closely with various functions such as Data Engineering to ensure data solutions are seamlessly integrated aligned to business needs
- Identifying process improvements: Recognise and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem-solving skills
- Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions
- Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed
- Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities
- Conducting research activities: Support outcomes by carrying out research using existing systems and protocols
- Evaluating proposals: Analyse and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team
- Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system
Application process
- End Date: January 29, 2026
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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