Lead Customer Journey Manager
Lloyds BankEnd Date
Thursday 26 February 2026Salary Range
£59,850 - £66,500We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
.Job Description
JOB TITLE : Lead Customer Journey Manager
SALARY: £59,850 - £66,500
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 our Citymark office.
ABOUT THIS OPPORTUNITY
At Lloyds Banking Group, we strive for excellence, ensuring our customers receive flawless experiences. Unfortunately, things don't always go as planned, and that's where you come in.
Become a valued member of a passionate team committed to addressing customer concerns and steering them back on track. In the role of a senior member within the Customer Solutions CJM community, playing a key part in promoting positive change and providing world-class service is expected. Would involvement in our ambitious journey and development of outstanding customer experiences be appealing?
We seek a motivated individual with strong organizational and planning skills and a proven track record as a Customer Journey Manager within Insurance Pensions and Investments (IP&I). This role requires someone proactive and capable of leading complex analysis work with minimal direction. An inquisitive mind and a determination to help our customers are essential traits. Is this you?
WHAT IS INVOLVED IN THIS ROLE
Requirements analysis and solution development: Engage with business collaborators to understand, challenge, and document underlying business and system needs, translating these into project scope, objectives, business goals, and requirements. Work with colleagues to determine the feasibility of solution options.
Root Cause Analysis: Investigate the root cause of issues and collaborate with the project team to prevent recurrence.
Structured Approach: Define analysis approach, apply project and rectification methodology throughout the lifecycle with supporting documentation and tools, promoting equivalent behaviour across the team.
People Development: Develop the team of Customer Journey Managers within Customer Solutions. Complete quality assurance and peer review of deliverables. Build and maintain effective working and influencing relationships with colleagues to share knowledge.
Improve ways of working: Question existing processes and find and apply enhanced methods of working.
Collaborate with team members from key business and product areas, collect information and data, produce quality work, and sustain relationships during and after project completion.
WHAT IS NEEDED
Verified expertise in Customer Journey analysis, able to direct analysis and handle outputs across the project lifecycle autonomously.
Experience in data analysis with the ability to examine data and make logical decisions based on the outputs.
Detailed communication skills; clear and well-presented communication across all formats, from presentations and workshops to emails.
Line Manager experience with the ability to mentor, train, and develop others, delivering proactive support including performance management.
Efficiency at prioritizing multiple demands and working within tight timescales.
A passion to embrace and inspire change and a willingness to bring bold ideas.
Creative problem-solving skills with experience across a wide range of projects.
Customer-focused approach, always striving to do the right thing for the customer.
Experience with agile delivery methodology.
And any of this would be a real bonus:
Prior experience analysing Customer Journey in a rectification project.
Good working knowledge of LBG’s Customer Policy.
Capability to work with and manipulate large volumes of data.
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. 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 bonus award, subject to Group performance
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.