Customer Journey Manager - Opal

at  Lloyds Banking Group

End Date
Wednesday 24 July 2024
Salary Range
£57,546 - £63,940
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
We have an exciting opportunity for a Customer Journey Manager.
The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
Job Description
Key Details
JOB TITLE: Customer Journey Manager
LOCATION: Bristol
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
About this Opportunity
We have an exciting opportunity for a Customer Journey Manager.
The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
About Us
Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…
What you will be doing

Understand:

• Independently understands the end-to-end journey
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)

Optimise:

• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Displays a continuous improvement mindset to their journey

Orchestration:

• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

What you’ll need
The ideal candidate would have experience in:

Please refer the Job description for details