Customer Journey Manager

End Date

Saturday 29 November 2025

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

Work for Lloyds Technology Centre who are part of Lloyds Banking Group, the UK's largest digital bank, where you'll make a genuine difference, be able to develop yourself and be part of a culture where everyone's contribution is recognised.

Opportunity to be a part of a mission; shaping finance as a force for good - Lloyds Banking Group's mission is to create a sustainable and inclusive future for people and businesses, shaping finance as a force for good. We, at Lloyds Technology Centre, play a key part in delivering this*. We are also guided by our values in shaping the way we work and how we make decisions. This creates an environment where colleagues love to work and can make a positive impact.

Range of exclusive benefits and rewards - We value your contributions and will ensure that your total reward experience reflects the expertise you bring and impact you create. We also strive to provide a holistic proposition that meets your wellbeing needs. Our total reward practices help us create an ecosystem where you can thrive, ensuring your essential needs are met so you can focus on your personal growth and future success.

Career elevating opportunities - At Lloyds Technology Centre, you will be empowered to take charge of your career journey through personalized career mentorship from experienced mentors, leadership development programs, and stretch assignments. You will be able to access opportunities for continuous learning and exposure to new experiences through job shadowing and cross-functional collaboration on projects.

Future skill building opportunities – Being part of Lloyds Banking Group, who are known for their market leading practices in learning and development, Lloyds Technology Centre is committed to help you achieve your personal and professional aspirations. You will have access to role specific learning pathways & training, targeted accelerated development programs and professional certifications & qualifications.

Inclusive and diverse workplace - At Lloyds Technology Centre, you will be part of an inclusive workplace where everyone feels valued, respected, and empowered. We embrace and celebrate diversity at every level of our workforce, valuing and respecting you for your unique identity.

Job Description

What you'll do:

The Adviser Waterfront Lab is responsible for maintaining and developing a range of digital applications and services that enable Financial Advisers to help their clients plan and manage their financial future. These include the Adviser Extranet with over 20,000 active users, Adviser Data Services that integrate directly into advice firm back offices, the CRM systems IP&I Distribution colleagues use to manage and grow relationships with firms and the agency management systems that underpin financial advice firms' relationships with Scottish Widows. Looking forward, we have ambitious plans to transform the Adviser experience, building new services and capabilities while modernising our technology to make our digital services a real differentiator in the market, in doing so contribute to IP&I's growth ambitions.

We deliver a variety of initiatives using agile tools and methods to iteratively release value for Advisers and the Group, aligning to our purpose of Help Britain Prosper; the Lab and our colleagues are making a difference individually and collectively, through the work we do to get the right outcomes. You'll collaborate with the wider business and your team in crafting, building and delivering initiatives that achieve outstanding customer results.

What you'll need:

• The CJM plays a crucial role in product development, working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

• You're the voice of Advisers, possessing a deep understanding of their journey and representing them with a clear and authoritative voice. You'll play a pivotal role in shaping new digital journeys that support financial advisers to help their clients across the breadth of IP&I propositions.

• Use data, management information (MI) and a range of insight tools to pinpoint areas for improvement, focusing on changes that will drive significant benefits for the customer. Continuously evaluate the efficiency of the journey from both customer and business perspectives, embodying a mentality of continuous improvement.

• Build detailed customer journey maps in a range of tools to communicate information concisely, cultivate a shared vision from the customer's perspective, connect the dots across the organisation, and build consensus on the best ways to enhance the customer experience. Co-ordinate cross functional alignment on customers journeys and ensure that they are thoroughly understood and well-documented, and that the feature team accurately translates these journeys during the build phase.

• Collaborate closely with Product Owners to shape the roadmap, aligning it with the needs and expectations of both the customer and the business.

Skills needed for this role:

• You have experience as a customer journey manager in financial services.

• You have a consistent track record of delivering successful products using agile methodologies and tools or have a passion to learn.

• Strong knowledge of the contact centre domain, including the operational, technical, and regulatory aspects.

• Excellent communication, collaboration, and stakeholder management skills.

• A creative and analytical mindset, with the ability to think strategically and tactically.

• You intimately understand building dynamic and data driven web applications.

• You're able to work without supervision and offer mentorship and leadership to others.

• Working in an agile organisation is something that motivates you.

• You have effective communication skills and can clearly present ideas and provide direction to others.

Don't worry if you don't tick all these boxes; we're open minded and keen to invest in enthusiastic and positive people

About working for Lloyds Technology Centre:

Our new technology centre in Hyderabad will be home to highly skilled technology and data specialists who will be driving our transformation and delivering great outcomes for Lloyds Banking Group's customers. Our office is situated in a sought-after location that features easy transport links and excellent facilities, all aimed at enabling you to achieve a great work-life balance.

Working with us means being part of our aspirational and transformative journey of redefining the fintech landscape, while building an organisation that welcomes all. We're committed to providing an exceptional employee experience through our policies, practices, and development opportunities to support you in achieving your potential.

This is a once in a career opportunity to shape your future and help us make our mark in India. Are you ready to help shape your future, as well as ours? Join us and grow with purpose.