Senior Customer Journey Manager

Description

What you’ll be doing

• Making a genuine difference to customers and colleagues by shaping the experience and influencing product team prioritisation

• Working with the latest tech to shape brilliant Office and Retail experiences

• Learning or gaining qualifications through work

• Being a key part of the team that launches a new product/service/innovation

The role sites within our People and Places division and is part of the Modern Workplace team; the teams' job is to design the experience for colleagues in the workplace and also in our Retail Branches. If you are passionate about designing amazing spaces that are human-centric, relentless curious about how to make life better for our thousands of colleagues both in terms of space and tech this role is perfect for you!

As a Senior Customer Journey Manager you'll:

• Lead a team of between 6 and 8 Customer Journey Managers

• Lead on defining and measuring the target Customer Experience, or Macro Journeys

• Be a fantastic story-teller with an ability to bring to life the experience you are aiming to create and who this will serve in both a simple but engaging way

• Be empathic and curious about our colleagues and why they do what they do with a drive to understand and improve their experience whilst meeting the businesses objectives

Lloyds Banking Group is on a journey to create truly amazing workspaces that are inclusive and engaging spaces to work from; this team is right at the heart of this program responsible for designing truly innovative colleague experience and spaces that are designed to invigorate and inspire our colleagues to be their best. This is an award-winning high-performing team who work hard and are passionate about what they are doing – we all genuinely love what we do – if this sounds like something you would like to be part of reach out and find out more/apply!

Why join us?

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.

What we’re looking for?

Essential skills for this Senior Customer Journey Manager role:

• Evidence of experience in customer experience design roles

• At least 5 years of experience in leading high performing teams

• Experience in Figma software to story-tell, agile methodology and tool, proficient in JIRA and Confluence

• Strong stakeholder management skills and ability to present to senior stakeholders

And any experience of these would be great

• Evidence of experience in designing retail and/or office environments

This is a place for you

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you’ll learn and thrive? Apply today and find out more.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.