Customer Journey Manager

Job Title:Customer Journey Manager - Investment Change Platform

Location:Edinburgh

Salary: £59,850 - £66,500

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Edinburgh office.

About This Opportunity:

We're excited to offer an opportunity for a Customer Journey Manager to join the Investment Change Platform team within Insurance, Pensions, and Investment (IP&I). IP&I supports over 10 million customers with their investment, retirement, and insurance needs through its multi-product, multi-channel offering. Scottish Widows is one of the UK's most trusted providers, committed to delivering better outcomes through outstanding investment solutions, customer engagement, and digitisation. We're continually evolving to meet customers where they are and empowering their financial futures.

As Customer Journey Manager you'll be working in an agile change delivery environment, 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. You'll also be responsible for owning the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey efficiency to support our investment strategy and objectives, and ensure we meet the evolving needs of our customers and the business.

What you'll be doing:

• Champion the Customer- Represent the voice of the customer, using insights to shape and enhance digital journeys for both customers and colleagues
• Drive Improvements with Data- Use data and MI to identify opportunities for improvement and drive customer-focused change
• Map the Journey- Build detailed customer journey maps to align stakeholders and communicate a shared vision
• Translate Vision into Delivery- Ensure journeys are well-documented and accurately translated into deliverables by the feature team
• Shape the Roadmap- Collaborate with the Product Owner to shape the product roadmap in line with customer and business needs
• Lead and Influence- Lead workshops and cross-functional meetings to influence and align on journey improvements

Why Lloyds Banking Group:

If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need:

• Financial Services Expertise: Significant experience in the UK investments sector, with a strong focus on digital and product development, ideally in a Business Analysis, Product Design, or similar role.
• Customer Journey Expertise- Confirmed experience leading customer journey design with a strong focus on customer outcomes
• Design and Documentation Skills- Proficiency in creating detailed design documentation using tools like Visio, FIGMA
• Agile Delivery Experience- Hands-on experience with agile delivery and tools such as Jira
• Analytical Thinking- Strong analytical skills with the ability to use data to drive decisions and improvements
• Stakeholder Engagement- Confidence in leading and influencing stakeholders across various levels of seniority
• Reporting & Governance: Experience in planning, tracking, reporting and governance; experience in presenting regular status updates to key senior colleagues and resolves high priority issues affecting delivery

About working for us:

Our ambition is to be the top tier 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

Ready for a career where you can have a positive impact as you learn, grow and thrive?Apply today and find out more.