Senior Customer Journey Manager position at Lloyds Banking Group.| United Kingdom

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Lloyds Banking Group Senior Customer Journey Manager

Experience: General

Pattern: full-time

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Edinburgh....United Kingdom

End Date Monday 16 March 2026 Salary Range £78,098 - £91,880 We support flexible working – click here for more information on flexible working options Flexible Working Options Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours Job Description Summary Who we are – Everyday Banking Platform At the Everyday Banking Platform, we power the experiences, journeys and systems that millions of customers rely on every single day. As one of the Group’s key platforms, we support over 31 million cards across personal current accounts, savings, debit cards, credit cards and core banking services. Our work sits at the heart of how customers live, transact and succeed financially. We’re a community of passionate, inspiring and customer obsessed teams. Spanning four specialist labs Banking, Savings, Debit Cards & Payments and Digital Cards & Ways to Pay, we design and deliver seamless, safe and intuitive experiences that feel immediate and effortless for our customers. Our purpose is simple and motivating: To support customers with their everyday financial needs by delivering market leading journeys that are intuitive, trusted and built for real life. Together, we shape the future of Everyday Banking, helping customers feel confident, connected and in control across every interaction. Job Description JOB TITLE: Senior C ustomer Journey manager SALARY: £78,098-91,880 pa LOCATION: Edinburgh HOURS: Full-time – 35 hours per week 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 THIS OPPORTUNITY We’re growing our team and are looking for 2x Customer Journey Managers to join our Digital Cards & Ways to Pay Lab, shaping end-to-end journeys used by 35m+ debit and credit cardholders and 22m+ digitally active customers across the UK. You’ll own and improve customer journeys across digital card servicing and digital wallet experiences , from in-app card management (such as viewing card details, PIN retrieval, controls and limits) through to Digital Wallet enrolment and usage . Using data, insight and customer feedback, you’ll identify friction, uncover customer pain points, and drive meaningful improvements at scale. Working closely with Product Owners, Engineers, Designers and Researchers, you’ll turn complex, regulated journeys into simple, intuitive and secure experiences that customers trust and rely on every day. Y ou’ll be expected to lead through influence, coach others, and help build a strong, diverse talent pipeline. ABOUT WHAT YOU’LL BE DOING In these roles, you can be expected to: Confidently understand end-to-end customer journeys and lead the creation and ongoing ownership of high-quality customer journey and process maps Integrate insights and knowledge from multiple data sources , systems and feedback loops (including analytics, complaints and customer insight) to build a holistic view of the customer journey Continually evaluate the effectiveness of journeys from both a customer and commercial perspective , using data-led insight to inform decisions Display a strong continuous improvement mentality challenging the status quo productively and spotting opportunities to simplify and enhance journeys Coordinate and influence cross-functional alignment across Product, Engineering, Design and Research teams Define data requirements and identify data gaps , working with delivery teams to ensure journeys are built and instrumented in a way that enables performance tracking Own journeys from ideation through delivery, launch and ongoing optimisation , supporting iterative value release Lead and develop other Customer Journey Managers through coaching, mentoring and knowledge sharing , championing customer-centric thinking across the organisation Operate confidently in ambiguity , particularly when shaping new journeys where data, solutions or paths forward are not yet defined WHAT YOU’LL NEED We encourage applications from candidates with varied backgrounds and experiences. As a minimum however, we’d need to you to demonstrate the below in your application and cover letter ( we’d strongly encourage you to write a cover letter discussing how you meet the below criteria ). Strategic Mindset & j ourney mapping A strategic approach , with the ability to set direction for customer journey optimisation and align it to wider organisational goals , ensuring decisions consistently place the customer at the centre Deep expertise in journey mapping , including identifying customer actions, touchpoints, emotions, pain points, risks and opportunities Curious & committed to c ontinuous learning Curiosity about customer behaviour , digital banking and the future of payments , with a genuine interest in how customers choose to pay and manage their money Comfortable with constructively challenging the status quo , working with ambiguity , open to feedback, and committed to continuous learning and improvement Data analysis , storytelling & visualisation tools Strong analytical capability, with the ability to define required data, interrogate journey performance and use insight to tell clear, compelling stories Adept at using tools such as Adobe Analytics , Tableau, Figma and FigJam to understand journey performance, visualise insights and relay them to others Collaboration & influencing skills Excellent collaboration skills, working effectively in multi-disciplinary product teams including Product Owners, Engineers, Designers and Researchers An influential communication style , able to engage senior leaders , build alignment and explain complex journey challenges clearly Technology Digital/Mobile products & Agile ways of working A solid understanding of products, platforms and technology, and how they enable or constrain customer experiences and exposure to working with digital or mobile products , ideally within banking, payments or other regulated environments (though this is not essential) Experience working in agile or product-centred delivery environments, comfortable prioritising, sequencing work and supporting iterative delivery Leadership Leadership and coaching strengths, with the ability to mentor others, build capability and lead through influence rather than hierarchy ABOUT WORKING FOR LLOYDS BANKING GROUP We want to create the best working environment we can! We will provide you with a diverse, energising, and informal environment that focuses on equal opportunity and supports career progression. This is a hybrid working role which is a balance of time in the office at a hub location and working from home. It is about entrusting colleagues to think innovatively about how, when and where they work, to deliver their very best . We will provide you with a diverse, energising, and informal environment that takes a strong focus on equal opportunity and supports career progression on all levels. Enhancing your personal and professional development is something that is very important to us, and we will work with you to make a positive difference to the overall teams' mission. We want you to learn, grow & develop to become the best possible version of yourself. We'll ensure that individuals with disabilities are provided suitable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Our approach to inclusion and diversity means that we all can make a real difference, together! If you’re customer-obsessed, insight-led, collaborative, and excited about making an impact at scale in a driven, agile team, we’d love to hear from you. Come build the digital journeys our customers rely on every day ! 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.

Senior Customer Journey Manager job opportunity at Lloyds Banking Group.

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