JOB DESCRIPTION

Job Title: Customer Journey Manager (FTC/ Secondment)
Location: Edinburgh, Dundee or Leeds
Salary: £59,850 - £66,500
Hours : Full time
Working Pattern : Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices.
Additional Information: This is a 12 month contract opportunity.

ABOUT THIS OPPORTUNITY:

Join Lloyds Banking Group and be part of a team that’s transforming how we understand and improve customer experiences. Within our Consumer Duty Lab, we’re looking for a Customer Journey Manager to help us identify customer outcomes, uncover potential harms and define the KPIs that measure success. You’ll work alongside Product Owners, Data Analysts and Modellers to shape journeys that keep customer needs at the heart of everything we do.
As part of a dynamic feature team, you’ll play a leading role in interpreting insight and translating it into design choices and prioritisation strategies. You’ll collaborate across Product, Experience Design and Engineering to ensure the intended user experience is accurately represented, and you’ll drive continuous improvement across internal and external journeys.

WHAT YOU’LL BE DOING:

• Independently understand and optimise end-to-end customer journeys
• Integrate insights from data, processes and systems to inform journey design
• Lead the creation of customer journey and process maps using tools like Visio
• Evaluate journey effectiveness from both customer and business perspectives
• Champion a continuous improvement mindset across all touchpoints
• Coordinate cross-functional alignment to ensure journey success