Customer Journey Manager

Lloyds Bank plc; City of Edinburgh; Hybrid; GBP 59,000 - 67,000; Full time

Job summary

A leading financial institution in Edinburgh seeks a Customer Journey Manager to enhance customer experiences within the Workplace & Retirement Platform. You will design seamless digital journeys, utilize data for insights, and collaborate with teams for impactful solutions. Ideal candidates will have strong problem-solving skills and experience in financial services or digital products. This full-time role offers a hybrid working pattern and a comprehensive benefits package, contributing to customer financial security and satisfaction.

Benefits

Discounted shopping

Flexible benefits package

Career development opportunities

Qualifications

• Experience in driving process improvements within digital products.
• Ability to collaborate with cross-functional teams.
• Strong understanding of customer-centric approaches.

Responsibilities

• Design and optimize end-to-end customer journeys.
• Use data insights to improve customer experiences.
• Work with third parties to enhance the customer experience.

Skills

Experience mapping customer journeys

Strong problem-solving skills

Ability to build relationships

Curiosity and willingness to learn

Experience in pensions or digital products

Job description

**JOB TITLE:** **SALARY**:£59,850 - £66,500 **LOCATION:**Edinburgh **HOURS:**Full-time – 35 hours per week **WORKING PATTERN:**Hybrid – 40% (or two days) in the Edinburgh office Customer Journey Manager We're looking for an enthusiastic Customer Journey Manager to join Workplace Digital Lab/ Platform Savings Lab, within Workplace & Retirement Platform, where our mission is to help as many customers as possible to achieve a financially secure and fulfilling retirement.The Platform Savings Lab (PSL) is a well established lab, responsible for the Corporate Savings Platform (CSP) in partnership with FNZ. Its purpose is to enable digital-first journeys, regulatory compliance and operational efficiency for our schemes and members. We work closely with FNZ engineers to build out the right solutions for our customers.In Platform Savings Lab our focus on creating simpler and more efficient journeys whilst delivering on our regulatory requirements through: Shape Seamless Digital Journeys: Independently and collaboratively design, map, and optimise end-to-end customer journeys, ensuring every touchpoint delivers a smooth and engaging digital experience. Turn Insights into Action: Use data, processes, and system insights to inform customer journey design. Always keep the customer at the heart of what you do. Champion Continuous Improvement: Regularly assess the customer journey from both a customer and business perspective, finding opportunities to enhance and innovate at every step. Connect Teams for Impact: Bring together cross-functional teams and specialisms, building consensus and ensuring everyone is aligned to deliver a truly connected experience. Collaborate with Industry Leaders: Work directly with third parties, including FNZ, to drive and implement changes that enhance the customer experience. Drive the Lab Roadmap: Partner with the Product Owner and feature teams to shape priorities, develop, and deliver features that measurably improve customer experience and outcomes. Experience mapping customer journeys and driving process improvements—ideally within digital products or financial services. Curiosity and a willingness to learn, with the ability to quickly grasp new concepts and adapt in a fast-paced environment. Strong problem-solving skills and the ability to build positive relationships with collaborators at all levels. The ability to positively sway others, exemplify the right values and behaviours, and encourage your colleagues to follow suit. Experience in pensions, digital products, or emerging technologies is a bonus. **We also offer a wide-ranging benefits package, which includes:** Benefits you can adapt to your lifestyle, such as discounted shopping With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.