Lead Customer Journey Manager – Core Banking & Payments Lab

End Date

Friday 26 April 2024

Salary Range

£86,964 – £102,310

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

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Job Description

JOB TITLE: Lead Customer Journey Manager – Core Banking & Payments Lab

LOCATION: London or Edinburgh

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

This Lead Customer Journey Manager role sits within the Core Banking and Payments Lab of our Cash Management and Payments Platform, within Business and Commercial Banking (BCB).

You’ll play a crucial role in product development; assisting 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, you’ll also play a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The Customer Journey Manager is 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. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented. In this role there will be a specific focus on payment journeys to support ongoing transformation of our Corporate and Financial Institutions proposition.

About us

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

Here’s how you’ll make the difference in this exciting role

• Confidently understands end to end journey and relevant competitor landscape/best in class standards
• Independently integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Leads on Customer Journey and process maps (e.g Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work
• Role models a continuous improvement mindset
• Coordinates and provides guidance for cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Displays leadership characteristics in line with the business‘s core values
• Coaches, supports and develops customer journey managers to achieve

What you’ll need

• Experience and proven track record to interpret and work with the external payments compliance/messaging standards – Able to navigating ISO 20022 (International Standard Organisation, PAIN (Payment Initiation message format) ,MT (SWIFT Message Types) and Pacs (Payments & Collection Service message format) payment formats
• Experience of correspondent banking framework and how financial institutions internationally interact to support worldwide payment processing and clearing
• Understanding of payment regulator requirements

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 bonus award, subject to Group performance
• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!

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.

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