About this role
End Date
Sunday 22 February 2026We Support Flexible Working – Click here for more information on flexible working options
Flexible Working Options
Hybrid WorkingJob Description Summary
If you think all banks are the same, you’d be wrong! We’re an innovative, constantly evolving business that’s shaping finance as a force for good. A bank that’s empowering its peopleto innovate, explore possibilities and grow with purpose.
We’re the Business and Commercial Banking division, and we work across several business platform areas. Our purpose is to create and deliver products that enable clients to grow
their businesses. Those businesses provide services to millions of citizens across the UK, which they rely upon day-to-day, and especially in their time of need.
Platform – Client Servicing & Engagement
Job Description:
The CJM plays a crucial role in product development; assisting 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 role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The Customer Journey Manager 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 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, Design and Engineering to ensure the intended user experience, and journey or process design,
is accurately represented.
Job Description
Key Capabilities :
Great communicator, dynamic and adaptable with the ability to use & learn new skills.
Capability to communicate well written and verbally.
A critical thinker with strong analytical abilities to analyse and gather information to drive the shaping of new initiatives using customer insights.
Understand business problems, critically evaluating of business ideas from a customer and a commercial point of view. Identifying underlying customer and businessneeds to be addressed and challenge existing practices.
Have a service design mentality, ensuring a balanced and cohesive outcome encompassing user experience design, operation design and solution design, including theidentification and resolution of design decisions.
Knowledge of agile methodologies, business process modelling, analytical thinking and problem-solving including SWOT and PESTLE.
Key Accountabilities :
Taking ownership of your journey(s) and finding opportunities for development in the journey(s) which align to customers needs/wants and Objectives and Key results.
Works with limited supervision and lead on Owning and detailing Customer Journey and process maps (e.g. Drawio).
Working with feature teams ensuring the journeys improvements are understood and taking part in activities such as story reviews and Definition of Done (DoD)approvals.
Conduct data report analysis and gather customer insights and feedback on journeys.
Support the Product Owner(s) to identify and understand the business needs.
Skills:
Customer Centricity - Directs team’s work efforts towards customer outcomes and continually reinforces messaging around customer first. Uses experience to identify additional customer needs, unrecognised by customer and delivers these to plan and time.
Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
Values & Behaviours (See Values & behaviours description)
Experience we are looking for
We’re in search for someone who…
Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers needs and uses customer input andsteer to present targeted, integrated, and outcome-focused solutions and opportunities.
Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solutionin place. Communicates plan with all stakeholders.
Develops and improves stakehoder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting prioritiesby facilitating discussion and resolution, persuading stakeholders to consider alternative views.
ough this role description is drafted as if it is part of the Client Servicing & Engagement Platform and recruited in the UK, it is actually for an LTC role which will support that platform from India, reporting from a line management perspective into LTC. So, the role provides technical and change services to the UK platform and while the activities and responsibilities of the role holder can be assignment managed (i.e. day to day task direction) as the platform requires, the role holder remains an LTC colleague and their line management remains in LTC.
Regardless of anything to the contrary in the Role Description, while LTC Role holders can be tasked to lead aspects of the technical and practical delivery and performance of platform’s objects, ultimate accountability, responsibility and ownership must rest with a UK-located platform decision maker. So, any reference to leadership, line management or supervision of teams in the role description can only refer to the line management of LTC based colleagues, or the provision of services to the platform. Any reference to customers refers to the business the platform supports (or the needs of that business’s customers), not customers of the platform. Refer to the LB UK/LTC Roadmap if in any doubt.
Other facts
About Lloyds Banking Group
Our purpose is Helping Britain Prosper. We do this by creating a more sustainable and inclusive future for people and businesses, shaping finance as a force for good.
We're part of an ever-changing industry and are currently on a journey to shape the financial services of the future, whilst supporting our customers’ changing needs.
The scale and reach of our Group means we can offer a broad range of opportunities to learn, grow and develop. Our values-led culture and approach to inclusion and diversity means we can all make a real difference together.
What you'll do
- The Customer Journey Manager is responsible for understanding and optimizing the end-to-end customer experience, ensuring customer needs are prioritized. They will collaborate with Product, Design, and Engineering teams to improve customer journeys and processes.
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