Customer Journey Manager, Complex Pensions & Migrations Lab

An exciting opportunity has arisen to join us working in our Complex Pensions & Migrations lab within the Accumulation platform. Complex Pensions and Migrations is an enabling lab that moves Advisors and Customers to the latest Tools & Technology available on the Scottish Widows platform, hosted by Embark. We pride ourselves on building deep migration knowledge to enable the transition to a new platform to be as friction free as possible for advisors and customers, working with our supplier partner at FNZ. The Customer Journey Manager (CJM) plays a crucial role in Migration development & the customer journey through a migration; working with the Product Owner and the broader Migrations team in understanding, measuring and orchestrating Customer & Adviser Journeys with a focus on Migration technology enablers, transition and data. Alongside the rest of the lab team, the CJM plays a key supporting role in making sense of insight & data and factoring it into Migration approaches for various elements like cutover approach, advisor and customer communication You'll play a crucial role in Understanding, Orchestrating and Optimising Migration Journeys & Data while ensuring the needs of the Customer remain at the forefront of our decision making. You'll work collaboratively with Propositions, Distribution, Operations & Engineering teams amongst others to ensure the intended user experience, journey or process is accurate. Data Analysis will form a significant part of this role as any technical migration activity is data driven. What You'll Do… As a Customer Journey Manager, you'll be responsible for;

• Understanding Customer Migration Journeys end to end.
• Working with limited supervision and leading the creation of Customer Journeys and Process Maps
• Integrating insights and knowledge from disparate data, processes and systems which are relevant to the Customer migration & experience
• Understanding cross-functional context and building alignment as needed.
  
  Strong collaboration, stakeholder management, and analytical skills.
• Proficient on agile methodologies, JIRA, and Confluence
• Strong Data Analytics capability, skilled in Excel and SQL
• Effective communication abilities.
• Preferably experienced in customer journey mapping (e.g Figma) and modelling business processes (e.g Visio)
• Adept at problem-solving
• Experience of pension migrations would be highly desirable for this role
  
  Want to do outstanding 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.

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