Customer Journey Manager

End Date

Friday 15 May 2026

Salary Range

£40,824 - £45,360

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

JOB TITLE: Customer Journey Manager
SALARY: £40,824 - £45,360
LOCATION(S): Leeds
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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

Job Description

What you'll be doing

At Lloyds Banking Group, we believe great journeys start with phenomenal people. As a Customer Journey Manager (CJM), you’ll support the design and improvement of experiences that matter—connecting insight, design and delivery to help create journeys that are meaningful, efficient and colleague‑led.

You’ll join a 20+ strong community of Customer Journey Managers—a supportive, like‑minded group brought together by a shared passion for insight‑led change, collaboration and improving colleague experience across the Group.

You’ll be a passionate advocate for the Voice of the Customer—which for us means our 60,000+ colleagues. You’ll help ensure their needs, frustrations and aspirations are heard, understood and reflected in change. You’ll be encouraged to ask questions, challenge assumptions and continuously learn, while being supported by experienced CJMs and Chapter leadership.

Working closely with Product Owners, Engineers and colleagues across our platform teams, you’ll help shape colleague experiences across our products and services, ensuring decisions are grounded in insight and deliver real value to our internal customers.

You will:

• Champion the Voice of the Customer, bringing colleague feedback, sentiment and lived experience into conversations

• Conduct direct research with colleagues to understand their needs, struggles and aspirations

• Facilitate workshops and co‑create solutions with stakeholders

• Coordinate cross‑functional alignment and delivery planning

• Influence design and product decisions to reflect colleague needs

• Track KPIs and measure experience effectiveness

• Identify opportunities for continuous improvement and innovation

Why join us?

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.

What we’re looking for?

• 2+ years’ experience in customer experience, service design, product, change or a related field

• Strong analytical skills and the ability to interpret user data and insight

• Confidence to challenge ideas and influence decisions across teams

• Familiarity with human‑centred design and agile ways of working

• Excellent communication and stakeholder engagement skills

• A deep passion for listening to and amplifying the Voice of the Customer—our colleagues

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many 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 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

• 28 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready to make an impact? Apply today.

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.