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Lead Customer Journey Manager – Data & AI Transformation
Lloyds Banking Group. Lead the definition and optimisation of end-to-end client and colleague journeys .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex client and colleague journey transformations through Data, Analytics, and AI, while ensuring data stewardship and compliance with regulatory obligations. Capable of translating business and customer needs into actionable data-driven solutions and fostering collaboration across multidisciplinary teams.
Highest-signal resume keywords
Data Stewardship ExpertiseJourney Transformation LeadershipData Analytics and AI PropositionsCross-Functional CollaborationStrategic and Analytical Judgement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalyticsAI SolutionsData IntegrationData Quality StandardsBusiness Process MappingData Flow AnalysisRegulatory ComplianceUse Case DevelopmentOperational EfficiencyData Product Management
Soft Skills
Compelling CommunicationInfluencing Senior LeadersConstructive ChallengeSimplifying Complex IssuesCreating Shared Accountability
Tools & Technologies
Data Management PlatformsCloud Data SolutionsData Visualization ToolsAnalytics SoftwareIntegration Tools
Industry Keywords
Client JourneyColleague JourneyData StewardshipOperational PerformanceBusiness RequirementsData GovernanceCustomer InsightsStrategic Data ProductsMultidisciplinary TeamsData Capabilities Migration
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead the definition and optimisation of end-to-end client and colleague journeys
- Identify how Data, Analytics and AI can improve decision-making, customer outcomes, operational efficiency and business performance
- Translate business, customer and regulatory requirements into prioritised Data, Analytics and AI use cases
- Define and maintain journey, process, data and integration maps
- Create a single view of business processes, data flows, systems, controls and dependencies
- Partner with Product, CTO, CDAIO and Operations teams on shared Data & AI capabilities and dependencies
- Shape functional and non-functional data requirements, including business entities, attributes, metrics and data products
- Embed data stewardship practices covering ownership, definitions, quality, lineage, controls and regulatory obligations
- Partner with Platform Leads, Data Product Owners, Engineers, Architects and AI specialists to translate needs into scalable and compliant solutions
- Use customer, operational and data insights to identify improvement opportunities, risks and actions
- Drive prioritisation decisions and continuous enhancement of Data, Analytics and AI capabilities
- Orchestrate cross-functional delivery across business, operations, technology, risk and data teams
- Support migration of data capabilities to the cloud and development of trusted data foundations
Requirements
What you’ll need- Significant experience leading complex, end-to-end client or colleague journey transformation using Data, Analytics and AI
- Proven ability to translate customer, business and regulatory needs into prioritised use cases and technology-enabled solutions
- Strong data stewardship expertise, including data ownership, business terminology, critical data elements, quality standards, lineage, controls and regulatory obligations
- Experience connecting journey and business requirements to authoritative data sources and strategic data products
- Strong strategic and analytical judgement using customer insight, operational performance and data evidence
- Ability to evaluate feasibility, value and end-to-end impact of Data & AI propositions
- Extensive experience working with Product Owners and multidisciplinary teams
- Strong understanding of business processes, system capabilities, data flows and integration points
- Proven ability to influence senior leaders and orchestrate alignment across business, product, operations, engineering, data, architecture, risk and change without direct authority
- Compelling communication skills and ability to challenge constructively, simplify complex issues and create shared accountability
- Recognised journey leadership experience
Benefits
Comp & perks- Flexible working options: flexibility in when hours are worked, hybrid working, job share
- Pension contribution of up to 15%
- Annual performance-related bonus
- Share schemes including free shares
- Benefits adaptable to lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- Wellbeing initiatives
- Generous parental leave policies
- Reasonable workplace adjustments, including flexibility in office attendance, location and working patterns
- Reasonable adjustments throughout the recruitment process
- Learning, development and career growth opportunities
- Disability Confident Scheme guarantee of interviews for a fair and proportionate number of applicants meeting minimum criteria