CAREERS & JOBS (LOYALTY & CX)

Lloyd’s is hiring: Customer Journey Manager – Strategic Ledger Lab Finance

End Date

Tuesday 04 June 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

JOB TITLE: Customer Journey Manager – Strategic Ledger Lab Finance
LOCATION(S): Bristol or 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.

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.

Job Description

Role responsibilities:

Understands:

• 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
• Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.
• Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.
• Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.
• Delivers prescribed outcomes by working as directed within established data management systems and procedures.
• Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.
• Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required.
• Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when required.
• Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.
• Analyses and evaluates the feasibility/relevance of proposals for complex products/services, then develops and amends as necessary with guidance from senior colleagues and/or supervises activities performed by a product development/specialist team.
• Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.
• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.

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

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.

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.

Source: Lloyd’s