Lead Customer Journey Manager

Responsibilities

• This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme.
• Working closely with Product Owners, Engineers and cross-functional teams, you'll bring journey vision to life. Balancing experience, risk and technical constraints while driving delivery through to outcomes.
• Operating across a complex lending environment, you'll align various systems and partners, using data and insight to continuously improve performance
• 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, make change happen and challenge the status quo. Sound like you?

Requirements

• 5+ years' experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation
• Confirmed experience leading and developing teams, driving performance and delivering through others
• Experience in customer journey mapping, including applying "jobs to be done" methodologies to shape design decisions
• Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement
• Excellent stakeholder management and influencing skills, with experience engaging senior stakeholders across business, risk and technology
• Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams
• And any experience of these would be great:
• Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities
• Experience of customer journey delivery within technology platforms, with knowledge of engineering practices
• We know that great talent comes from many backgrounds. Whilst this advert may reference specific experience, we recognise that skills are developed in different 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 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

Benefits

Additional Information

End Date Thursday 25 June 2026 Salary Range £92,701 - £109,060 We support flexible working - click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary . Job Description Job Title: Lead Customer Journey Manager Salary: £92,701 - £109,060 Location: London 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 London office. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

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