Customer Journey Manager, Lloyds
£40.8-45.4k
More information about location
2 days a week in office (Wellington Place, Leeds)
Retail and commercial bank
Be an early applicant
Retail and commercial bank
1001+ employees
Be an early applicant
£40.8-45.4k
More information about location
2 days a week in office (Wellington Place, Leeds)
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- 2+ years’ experience in customer experience, service design, product, change or a related field
- Strong analytical skills and the ability to interpret user data and insight
- Confidence to challenge ideas and influence decisions across teams
- Familiarity with human‑centred design and agile ways of working
- Excellent communication and stakeholder engagement skills
- A deep passion for listening to and amplifying the Voice of the Customer—our colleagues
- We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply
What the job involves
- At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll support the design and improvement of experiences that matter—connecting insight, design and delivery to help create journeys that are meaningful, efficient and colleague‑led
- You’ll join a 20+ strong community of Customer Journey Managers—a supportive, like‑minded group brought together by a shared passion for insight‑led change, collaboration and improving colleague experience across the Group
- You’ll be a passionate advocate for the Voice of the Customer—which for us means our 60,000+ colleagues. You’ll help ensure their needs, frustrations and aspirations are heard, understood and reflected in change. You’ll be encouraged to ask questions, challenge assumptions and continuously learn, while being supported by experienced CJMs and Chapter leadership
- Working closely with Product Owners, Engineers and colleagues across our platform teams, you’ll help shape colleague experiences across our products and services, ensuring decisions are grounded in insight and deliver real value to our internal customers
- Champion the Voice of the Customer, bringing colleague feedback, sentiment and lived experience into conversations
- Conduct direct research with colleagues to understand their needs, struggles and aspirations
- Facilitate workshops and co‑create solutions with stakeholders
- Coordinate cross‑functional alignment and delivery planning
- Influence design and product decisions to reflect colleague needs
- Track KPIs and measure experience effectiveness
- Identify opportunities for continuous improvement and innovation
Application process
- End Date: May 16, 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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