Customer Journey Manager

Customer Journey Manager page is loaded Customer Journey Managerlocations: Edinburghtime type: Full timeposted on: Posted Todaytime left to apply: End Date: December 20, 2025 (14 days left to apply)job requisition id: 147653 End Date Friday 19 December 2025 Salary Range £59,850 - £66,500 Flexible Working Options Hybrid Working Job Description Summary We're looking for a Customer journey Manager to join our award winning protection platform. More info below! Job Description Job title: Customer Journey Manager Location: Edinburgh Salary: £59,850 - £66500 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 one of our office sites. About this opportunity: We're the Protection Platform and Our platform aims to push boundaries to transform the business in delivering high quality, efficient and impactful outcomes for customers within the Protection Market.To support our ambition of becoming a top 3 protection provider we're looking for a Customer Journey Manager to join the team, where you'll be responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. What you'll be doing: Work Independently to understand end to end customer journey Applies technical and business insight to elicit customer needs whilst working closely within the feature team to build detailed User Stories Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey Work with limited direct supervision and leads on creating Customer Journey and process maps (e.g. Visio) Continually evaluate the effectiveness of the journey from a customer and business perspective Display a continuous improvement approach to Customer Journey management Coordinate and build cross-functional context and alignment on customer journeysLike the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too! What you'll need: Proven experience in a Customer Journey Manager role or a similar role Proven experience working with Protection platforms within financial services environments Extensive experience mapping customer journeys or processes using industry standard tools such as Visio or Figma or Draw.io. Experience working in an Agile environment such as Scrum, including participating in and running ceremonies such as refinements, and of creating Agile artifacts (e.g. user stories, acceptance criteria). Proficient in data analysis, capable of evaluating customer journey performance and deriving insights from data to improve customer experiences. 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.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. 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 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.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. 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.