End Date Sunday 22 December 2024 Salary Range £38,295 - £42,550 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary. Job Description Job title: 118602 Customer Journey Manager Location: Leeds Salary : £38,295 - £46,805 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 Leeds office. About this opportunity: We have an exciting opportunity to join Insurance, Pensions and Investments (IP&I) as a Customer Journey Manager within our General Insurance Platform. Our platform’s mission is to support customers to protect the things they care about and help them get their lives back on track when things go wrong. You'll play 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, you'll support in making sense of this insight and factoring it into prioritisation approaches and design choices. You're responsible for understanding and optimising the end-to-end customer experience and ensure the needs of the customer remain at the forefront of all journeys. You'll be responsible for supporting the continuous improvement of the journey and ensure journey efficiency. What you’ll be doing: Work independently to collate and analyse data using pre-determined tools, methods and formats. Identifying shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services. Deliver prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols. Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team. Supports others by performing prescribed product development/engineering activities (e.g., analysing client situations, interpreting data, etc.) using existing procedures. Coordinate and prepare complex documents by using multiple computer applications (such as Microsoft Office), while also capturing and summarising data for special reports. Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.) Why Lloyds Banking Group Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too What you’ll need: Proven understanding of legacy data systems and experience in modernization efforts Base level SQL skills and expertise in database technologies (SQL, NoSQL). Understanding of cloud-based data engineering in GCP Understanding of Data Dictionaries, Lineage and Data Flows. As well as Data Product concepts and the differing layers. A standout colleague who demonstrates flexibility to contribute to the Platform Feature team, pro- actively working outside the job role profile to enable the delivery with the Feature team. i.e. happy to lead on the Team cadences. About working for us Our 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 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 If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you 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.