Customer Journey Manager – Client Relationship Transformation

Lloyds Banking Group

. Understand, measure and orchestrate customer and colleague journeys for AI-enabled Client Relationship capabilities in the Corporate & Institutional Bank .

Posted 9/23/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer journey management and experience design within Corporate & Institutional Banking, leveraging AI capabilities to drive improvements and strategic planning. Proven ability to lead cross-functional teams, integrate insights from diverse data sources, and enhance journey effectiveness.

Highest-signal resume keywords

Customer Journey ManagementExperience DesignStakeholder ManagementAgile MethodologiesLeadership Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Journey MappingData AnalysisProcess ImprovementAI IntegrationExperience Design

Soft Skills

Influencing SkillsCoachingTeam Management

Tools & Technologies

Figma

Industry Keywords

Corporate BankingInstitutional BankingFinancial ServicesDigital TransformationRegulatory Environments

About the role

Key responsibilities & impact

Understand, measure and orchestrate customer and colleague journeys for AI-enabled Client Relationship capabilities in the Corporate & Institutional Bank
Develop deep understanding of CIB customer and colleague needs and define continuously improving journeys
Integrate insight to shape prioritisation and design decisions
Orchestrate across Product, Experience Design, Engineering and other functions
Understand end-to-end journeys and competitor and best-in-class landscapes
Lead customer journey and process mapping, including using Figma
Evaluate journey effectiveness from customer and business perspectives
Analyse data from disparate sources to identify issues, needs, causes, impacts, stakeholders and barriers
Coordinate cross-functional alignment on journeys
Identify shortcomings and implement improvements within the transformation programme
Write and edit materials for varied audiences
Develop or deliver plans for the area of responsibility and contribute to strategic planning
Lead, coach, support and line manage Customer Journey Managers
Set medium-term objectives, manage team performance and act as an escalation point

Requirements

What you’ll need

Strong Corporate & Institutional Banking or wider financial services knowledge
Genuine passion for AI and emerging technology; hands-on with current tools and able to translate AI capability into practical improvements
Experience designing journeys or experiences around AI/GenAI products, agents or tooling
Demonstrable experience in customer journey management, service or experience design, change or delivery
Evidence of improving end-to-end journeys through multidisciplinary teams
Ability to integrate insight from disparate data, processes and systems into prioritisation and design decisions
Strong stakeholder management, orchestration and influencing skills
Experience of journey and process mapping and measuring journey effectiveness from customer and business perspectives
Leadership experience, including coaching, developing and managing others’ performance
Experience of Agile ways of working, the Product Operating Model and digital transformation
Experience applying journey and experience practices within Corporate or Institutional Banking, including complex client, risk or regulatory environments (desirable)

Benefits

Comp & perks

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
Flexible working options including hybrid working and job share
Reasonable workplace adjustments, including flexibility in office attendance, location and working patterns
Reasonable adjustments throughout the recruitment process
Opportunities to learn, grow and develop