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Job Description Summary

Job Description

JOB TITLE: Customer Journey Manager

SALARY: £76,194 - £89,640

LOCATION: Manchester

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 our office site listed above.

About this opportunity

This is a unique opportunity to work at the cutting edge of AI within the Group, helping define the blueprint for next-generation operations.

We’re the newly formed Hive Lab, an integral part of the amazing Colleague Channels Platform. Our mission is to innovate and enhance customer journeys and drive growth by leveraging cutting-edge Agentic AI solutions. We take pride in our strong culture, with a key focus on inclusivity, innovation, and continuous learning.

During 2025 we have delivered a Proof of Concept using the latest Agentic tech and have identified significant value for LBG. In 2026 we want to take this journey further – aiming to build this new capability while always looking for opportunities to innovate and go further for our customers and colleagues. This role presents an exciting opportunity to enhance customer value by becoming more data-driven, and utilising predictive, leading-edge technology.

We’re passionate about being northern-based and putting the North on the map for LBG. Join us and be part of this exciting journey!

We're looking for a Senior Customer Journey Manager to join our new lab, where you'll play a crucial role in product development, assisting the Senior Product Owners and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions.

About us

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

The key responsibilities of the role

• Independently understands the end-to-end customer journeys across multiple areas within Consumer Relationships
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey.
• Defines high-level requirements and supports incubation of new solutions to address customer problems.
• Oversees the delivery of quality Customer Journey and process maps.
• Continually evaluates the effectiveness of the journey from a customer and business perspective using data-led insights.
• Lead a team of CJMs to deliver brilliant customer experiences – both line managing directly and coaching as the CJM Practice Lead for the Lab
• Work with our Engineering teams to work out the best solution to meet customer needs
• Displays a continuous improvement mentality to their journey.
• Coordinate cross functional alignment on journeys.

Skills we’re looking for

• Customer Journey Management – End‑to‑end design and optimisation of customer and colleague journeys
• Data & Insight – Strong analytical skills; ability to interpret data and drive evidence‑based decisions.
• Agile Delivery – Experience working in Agile environments; backlog shaping and iterative delivery.
• Technical Awareness – High‑level understanding of payments architecture and integrations.
• Regulatory Knowledge – Familiarity with Payments and KYC compliance requirements.
• Leadership – Validated ability to lead, coach and develop teams; drive change in complex environments.
• Stakeholder Management – Strong communication and influencing skills across technical and business teams.
• Problem Solving & Adaptability – Ability to navigate ambiguity and deliver solutions in fast‑paced settings.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!

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.