End Date
Thursday 25 June 2026
Salary Range
£92,701 - £109,060
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
Salary: £92,701 - £109,060
Location: London
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 our London office. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
What you’ll be doing:
This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme.
As a Lead Customer Journey Manager, you’ll play a critical role in shaping our customer and colleague experience as part of the lending and credit transformation across Business & Commercial Banking. You’ll lead and develop a team of journey specialists while being accountable for shaping and delivering end-to-end colleague journeys that enable the fastest, simplest and most effective customer outcomes.
You’ll own end-to-end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment. You’ll translate customer outcomes into intuitive workflows and journeys, enabling Relationship Managers, Credit teams and operational colleagues to deliver consistently high-quality results.
Working closely with Product Owners, Engineers and cross-functional teams, you’ll bring journey vision to life. Balancing experience, risk and technical constraints while driving delivery through to outcomes.
Operating across a complex lending environment, you’ll align various systems and partners, using data and insight to continuously improve performance
Why join us?
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone, make change happen and challenge the status quo. Sound like you?
What we’re looking for:
- 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation
- Confirmed experience leading and developing teams, driving performance and delivering through others
- Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions
- Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement
- Excellent stakeholder management and influencing skills, with experience engaging senior stakeholders across business, risk and technology
- Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams
And any experience of these would be great:
- Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities
- Experience of customer journey delivery within technology platforms, with knowledge of engineering practices
We know that great talent comes from many backgrounds. Whilst this advert may reference specific experience, we recognise that skills are developed in different ways, so if you have relevant, transferable experience, we encourage you to apply.
This is a place for you:
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
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.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
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
Like what you hear? Join us!
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.
