Description JOB TITLE:Customer Journey Lead - Reward and PensionsLOCATION: Halifax or LeedsHOURS: Full TimeWORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned aboveAbout this opportunityAn exciting opportunity has arisen within the People Platform for a Customer Journey Lead.
This role is multifaceted, requiring an adaptable and superb communicator to lead a team of Customer Journey Managers working across colleague Reward and Pensions Products.This role supports product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating change that impacts colleague experiences, functionality, products and supporting technology across internal and external partners.The role will align into the Succeed lab, working directly with feature teams to deliver change across a number of product backlogs.About youThe Customer Journey Lead is responsible for analysing and optimising end-to-end customer experience, service experience and processes (internal and external).You'll be responsible for continuous improvement of the end to end journey/service/process and for orchestrating across functional boundaries to ensure journey/service/process effectiveness.This is achieved through leading a team of Customer Journey Managers, collaborating with colleagues in Product, Engineering, and third parties to ensure the intended user experience, journey, service or process design, is accurately represented.About usJoin us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself.
Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you'll find them all here.Key AccountabilitiesLead a team of Customer Journey Managers (CJM), effectively developing team performance and acting as a point of escalationCoach, support and develop those Customer Journey Managers to achieve personal and business objectives while actively delivering on multiple outcomes.Lead on end-to-end customer journey/service/process creation, documenting detailed Customer Journey and process maps via DrawIO, Figma, etcIntegrate insights and knowledge from disparate data, processes and systems to help understand and articulate the performance of their journey/service/processRepresents the customer during story creation and supports the CJMs and the extended team in defining and detailing the desired customer outcomesDisplays a continuous improvement approach for their journey, evaluating new innovations and customer expectations, to remain relevant and competitiveWorks collaboratively with the Product Owner and other key partners to maintain a healthy backlog of valuable change for their Customer Journey/service/processWhat we're looking forAbility to lead a team of Customer Journey Managers, driving performance and growth through effective coachingStrong Stakeholder management skills, demonstrating the ability to build and leverage long lasting relationshipsCore Customer Centricity, putting the customer first and at the centre of everything you doDemonstrable experience in customer journey/service/process design and mapping, inspiring change and leading teams to excelProficient in extracting and analysing key data sources, to ensure decisions and outcomes are made from sound foundationsAbout working for usOur 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 performanceShare schemes including free sharesBenefits you can adapt to your lifestyle, such as discounted shopping30 days' holiday, with bank holidays on topA range of wellbeing initiatives and generous parental leave policiesWant 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.