Customer Journey Manager

End Date

Salary Range

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Customer Journey Manager

SALARY: £59,850 - £66,500

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

We are 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.

We are committed to leveraging AI and Automation to deliver significant value to both customers and the business. 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 are passionate about being northern-based and putting the North on the map for LBG. Join us and be part of this exciting journey!
 

What you'll be doing

• Be responsible for understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys
• Collaborate with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Lead on Customer Journey and process maps
• Continually evaluate the effectiveness of the journey from a customer and business perspective
   

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Experience of mapping customer journeys and end‑to‑end design and optimisation
• Strong analytical skills and ability to interpret data and drive evidence‑based decisions
• Experience working in Agile environments, backlog shaping and iterative delivery
• Direct experience in delivering AI solutions or be able to demonstrate your ability to innovate and embrace emerging technologies at pace

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.