Customer Journey Manager

To support our ambition of becoming a top 3 protection provider we're looking for a Customer Journey Manager to join the team, where you'll be 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. What you'll be doing:

• Work Independently to understand end to end customer journey
• Applies technical and business insight to elicit customer needs whilst working closely within the feature team to build detailed User Stories
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Work with limited supervision and leads on creating Customer Journey and process maps (e.g. Visio)
• Continually evaluate the effectiveness of the journey from a customer and business perspective
• Display a continuous improvement approach to Customer Journey management
• Coordinate and build cross-functional context and alignment on customer journeys
  
  Experience working in Financial Services in a Customer Journey Manager role, or similar
• Customer Centric - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities
• Strong Problem Solver - 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 collaborators. Actively seeks feedback, analyses metrics and implement improvements to enhance the customer journey over time
• Good Stakeholder Management - Develops and improves relationships across teams to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading others to consider alternative views
• Evidence of Engaging and influencing partners, anticipating, clarifying and shaping requirements for the purpose of optimising business results
And any experience of these would be really useful:
• Experience working within Protection
  
  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.

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