Customer Journey Manager - Embedded Finance

End Date

Thursday 12 December 2024

Salary Range

£57,546 - £63,940

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

As Customer Journey Manager, you’ll report to the Product Owner, and will push towards delivery as well as working with other teams across Functions (e.g. Credit Risk, Finance, Legal) to ensure agile delivery of the product and features.

Job Description

JOB TITLE: Customer Journey Manager - Embedded Finance

LOCATION: Chester, London or Leeds

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

Here in the Embedded Finance team, we're a start-up business unit within Consumer Lending and are tasked with building out propositions that solve customers’ financial needs, when and where they are.

We want to tackle problems for existing franchise customers as well as those new to franchise, using outstanding LBG capabilities in ways that are coordinated into customers’ existing lifestyles. We’ll be bold and innovative in our use of data and technology to put customers first, to build balanced and long-term business models, thus adding to Group capabilities overall.

We’ll continually test and iterate for growth and takeaways. We seek people with a desire to learn, an ability to build thought-partnerships with a broad range of specialists across functions, and the patience and resilience to implement strategies that will evolve with changing customer, market, and regulatory contexts.

About this opportunity
The Customer Journey Manager (CJM) plays a crucial role in product development; working with 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, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM 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 leading the 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.

• Independently understands the end-to-end journey

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)

• Continually evaluates the effectiveness of the journey from a customer and business perspective

• Coordinate cross functional alignment on journeys

• Understand cross-functional context and build alignment as needed

About us
Join 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.

What you’ll need

• Directs work efforts towards customer outcomes and continually reinforces messaging around Customer first. Uses experience to identify additional customer needs, unrecognised by customer and delivers these to plan and time.

• Ideally, you’ll have experience in the lending domain and familiarity with the regulatory environment surrounding lending.

• Experience in mapping out customer journey flows end to end, with integration points

• Strong Collaborator skills - Uses personal impact and stakeholder positioning to build and sustain long-term relationships at all levels. Resolves stakeholder conflict, builds consensus, and influences outcomes.

• And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members

About working