End Date
Wednesday 13 November 2024Salary Range
£57,546 - £63,940We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
.Job Description
JOB TITLE: Customer Journey Manager
SALARY: The salary banding for this role is £57, 546 - £63,940
LOCATION(S): Edinburgh
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 the team
Join our Digital Assets and Currencies (Paytech) Lab to develop and deliver innovative payment solutions and services for our customers and business. The Lab will focus on bringing real value to the Group by exploring opportunities in fields such as Digital Assets and Payments Data. Our aim is to provide customers and clients with products and services that meet their unique needs, going beyond our current product offerings.
The team works closely with industry groups and regulators to help Britain prosper while protecting the UK, the bank, and customers. We make extensive use of agile delivery techniques to release value and sustain service.
About this opportunity
Would you like to play an integral part in the future of Payments at Lloyds Banking Group?
We’re looking for a Customer Journey Manager to join our Digital Assets and Currencies (Paytech) Lab, where our mission is to take Payments innovation to the next level. Through the exploration of Digital Assets, Currencies and enabling technologies, we strive to enhance customer experience and propositions, realising value in the process. Our Lab sits in the Payment Services Platform (PSP), which aims to provide compliant and efficient payments capabilities for the Group and drive innovation to enable customers to move money confidently, quickly and securely.
The Customer Journey Manager (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 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 continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
Here's where you’ll make a difference:
Identifying, mapping and continuously improving Customer Journeys relating to the advancement of future-focused Payment solutions and propositions
Collaborating with Business Areas across our Group to develop truly innovative, value-adding customer experiences and propositions
Creatively bringing insight, data and knowledge to prioritisation discussions ensuring the right customer outcome
We need someone who:
Will apply their analytical mindset to define new customer journeys, and refine existing journeys, from a customer and business perspective
Draws on prior analytical experience in a change environment
Independently understands the end-to-end customer journeys, empathising with, and relating to, customer needs and behaviours
Integrates analysis, insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
Is enthusiastic and can lead the creation of Customer Journeys and process maps (e.g. Visio), working with limited supervision
Displays a continuous improvement approach to their journey
Understands cross-functional context and can build alignment on customer journeys as needed
What you’ll need:
Customer Centricity – Promotes the value of customer outcomes with the team and peers, ensuring work efforts achieve these. Anticipates customers' needs, using customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
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 relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading others to consider alternative views.
And the following would be really useful
Experience of working within a Financial Services or FinTech organisation
Encouraging collaborative, empowered teams, nurturing them to take ownership of the relevant outcomes
Experience of Blockchain, Digital Assets or Distributed Ledger Technology
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
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.
And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
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
Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!
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.
We're changing financial services, and we want you to join us.
We're the UK's largest financial services group, with our 25 million customers and a history stretching back more than 300 years.
We pride ourselves on creating a great environment for colleagues to work in, one which is inclusive and driven by our values. This is critical to our business success as we know that colleagues who can show up to work as themselves are those that bring their best.
We're an inclusive and open organisation with a scale that creates a vast range of roles and opportunities. We offer a plenty of options for continual personal growth and you'll be part of a culture which embraces diversity of talent, creativity, skills and thinking among our teams.
Workplace Initiatives
Opportunities for people returning from a career break |
Yes our Returner opportunities offer a career path to candidates with a 18 month year break in their career’ with ‘Yes, our Returner opportunities are aimed at candidates who have had a 18 month or more career break |
Leadership development programmes? |
Yes |
Mentoring programmes? |
Yes |
Coaching programmes? |
Yes |
Employee-led diversity networks? |
Yes |
Internal women’s networking groups? |
Yes |
Open to discussing flexible work arrangements at interview stage? |
Yes |
No. of weeks paid maternity leave at full salary: |
20 weeks based on full pay + 19 weeks at the current statutory maternity pay rate |
Minimum weeks tenure required to be eligible for paid maternity leave: |
No qualifying service period |
No. of weeks paid paternity leave at full salary: |
6 weeks |
Minimum tenure required to be eligible for paid paternity leave: |
No qualifying service period |
Gender pay gap reporting information (insert year) (UK): 2022 |
|
Average pay gap: |
30.5% |
Median pay gap: |
33.6% |
Average bonus gap: |
62.5% |
Median bonus gap: |
69.5% |
Signatory of the UK Women in Finance Charter? |
Yes |
Targets to raise the number of women in leadership? |
Yes |
Targets to raise the number of BAME individuals in leadership? |
Yes |
Listed in the Bloomberg Diversity & Inclusion Index? |
Yes |
Flexible Working Policy
We take pride in being a leader in flexibility and offer a wide array of flexible working options for different circumstances. How you work and the options available will depend on the role you're in, but we aim to offer the flexibility needed by everyone.
For many of our office-based roles, we work in hybrid ways, which involves spending at least two days per week or 40% of their time at one of our office sites. Dependent on your role, other flexible options may be available, such as part-time or compressed hours, complete home-working or job share. ‘Find out how flexible working can work for you’.
Flexible Working Policy
We take pride in being a leader in flexibility and offer a wide array of flexible working options for different circumstances. How you work and the options available will depend on the role you're in, but we aim to offer the flexibility needed by everyone.
For many of our office-based roles, we work in hybrid ways, which involves spending at least two days per week or 40% of their time at one of our office sites. Dependent on your role, other flexible options may be available, such as part-time or compressed hours, complete home-working or job share. ‘Find out how flexible working can work for you’.
Returner opportunities
Returning to work after time away can be challenging. That’s why we offer Returner opportunities that are designed to assist people returning to work after a career break of 18 months or more and our roles are permanent from the day one. Whether you’ve been away from work due to parenthood, illness, or even travel, we’re looking forward to hearing from you as we continue to grow!
What can you expect?
Coming back into the world of work after a career break can be really daunting – and we therefore know how important flexibility is. We’re very aware that ‘normal’ office hours aren’t always doable, so will happily have the discussion about different working patterns with you.
These roles have been created with your career break in mind, making sure we are there to support you in your transition back to work. You will be brought in on a permanent contract and given meaningful work from day one. Plus, you’ll be paired with a buddy or mentor from your team to help guide you along the way. You’ll also benefit from being part of the wider Returners Community and have the chance to create a personal development plan that works for you.
Who are we looking for?
While banking or professional services experience is desirable, especially for some roles, we care more about the transferable skills you can bring to our business.
Testimonials
I had a good network of colleagues already working for Lloyds Banking Group, who were all very passionate about their roles - so it felt the right choice for me and gave me the courage to apply for a Business Analyst role through the Returners. It was a seamless recruitment experience and I was offered a role in the work I wanted to do.
Olufunke Oladinni, Business Analyst
I love being a Project Manager, and I can’t recommend the Lloyds Banking Group Returners enough. It’ll springboard your career, giving you the best opportunity to relaunch yourself and maximise your full potential.
Justin Pierce, Project Manager