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Job Description Summary

Job Description

JOB TITLE: Customer Journey Manager, Client Relationship Transformation

SALARY: Competitive package available

LOCATION(S): London

HOURS: Full Time

What you’ll be doing

We're looking for a Customer Journey Manager (CJM) to understand, measure and orchestrate the Client and Colleague journeys that sit at the heart of AI-enabled Client Relationship capabilities for the Corporate & Institutional Bank (CIB). This is a multi-year transformation: replacing a fragmented Client facing Colleague journey- today spread across more than 60 disconnected systems, with a single Client Relationship Spine that gives colleagues a seamless, end-to-end view of client activity.

Working with the Product Owner and the wider feature team, you'll keep the needs of the colleague at the forefront of every journey, making sense of insight and factoring it into prioritisation approaches and design choices. Operating with limited supervision, you'll work to understand the complex needs of the various sectors, origination and product teams, shape the end-to-end experience and lead the continuous improvement of your journey, and orchestrate across functional boundaries to ensure that CIB journeys are effective.

This is an emerging capability at the intersection of AI, data and customer experience, and the role will evolve as those capabilities mature. You'll help design how CIB colleagues and clients experience the future Interface, Digital Twin and agent-based journeys that will define how the bank serves clients by 2030. We're looking for a curious journey practitioner who collaborates effectively with Product, Experience Design and Engineering, and can turn insight into practical, continuously improving journeys.

Above all, we want someone who lives and breathes AI, genuinely energised by what these technologies can do for colleagues, hands-on with the latest tools, and constantly experimenting to stay at the frontier. You'll bring that curiosity into the team every day, spotting where emerging AI capabilities can improve the journeys we design.

Key responsibilities will include:

• Independently understand the end-to-end customer and colleague journey, integrating insight and knowledge from disparate data, processes and systems relevant to the journey.
• Work directly with client-facing colleagues across Coverage, Sales and Markets to establish consistent core capabilities whilst accommodating specialist needs.
• Work with limited supervision and lead on customer journey and process mapping (e.g. Visio), ensuring the intended user experience and journey or process design is accurately represented.
• Continually evaluate the effectiveness of the journey from both a customer and business perspective, displaying a continuous-improvement mindset.
• Conduct research using primary data sources, selecting relevant information to analyse key themes and trends and uncover shortcomings in existing processes, systems and procedures.
• Coordinate cross-functional alignment on journeys, understanding cross-functional context and building alignment across Product, Experience Design and Engineering as needed.
• Use established change-management programmes to deliver prescribed outcomes and improvements to existing journeys and processes.
• Write and edit materials for a variety of audiences, tailoring tone and content to the needs and expectations of each.
• Analyse and evaluate the feasibility and relevance of proposals for complex products or services, developing and amending them with guidance from senior colleagues.
• Develop your own capabilities through formal and informal opportunities, coaching others as required and contribute to elements of strategic planning with guidance from senior colleagues.

Why join us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we're looking for

• Good Corporate & Institutional Banking or wider financial services knowledge.
• A genuine passion for AI and emerging technology, someone who lives and breathes it: hands-on with current tools, quick to learn new ones, and eager to apply fast-moving AI capability to real customer and colleague journeys.
• Experience in either customer journey management or CIB Colleague journeys, service or experience design, change or delivery, with evidence of improving end-to-end journeys.
• Ability to integrate insight from disparate data, processes and systems and factor it into prioritisation and design decisions.
• Experience of journey and process mapping and of evaluating journey effectiveness from both customer and business perspectives.
• Strong collaboration and communication skills, with the ability to build cross-functional alignment and tailor materials to different audiences.

And any experience of these would be great:

• Experience of designing journeys or experiences around AI/GenAI products, agents or tooling.
• Experience of applying journey and experience practices within Corporate or Institutional Banking, including complex client, risk or regulatory environments.
• Experience using journey metrics, behavioural insight or feedback to drive continuous improvement.

We know that great talent comes from many backgrounds. Whilst this advert may reference specific skills or experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you

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. 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

Like what you hear? Join us!

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.