End Date
Monday 29 June 2026We Support Flexible Working – Click here for more information on flexible working options
Flexible Working Options
Hybrid WorkingJob Description Summary
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.Job Description
Location: Hyderabad
Experience: 8-14yrs
Role responsibilities:
Understand:
• 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)
Optimise:
• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Displays a continuous improvement mindset to their journey
Orchestration:
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
- Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.
- Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.
- Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.
- Delivers prescribed outcomes by working as directed within established data management systems and procedures.
- Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.
- Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required.
- Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when required.
- Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.
- Analyses and evaluates the feasibility/relevance of proposals for complex products/services, then develops and amends as necessary with guidance from senior colleagues and/or supervises activities performed by a product development/specialist team.
- Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.
- Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.
Skills Required
- 8-14 years of relevant experience
- Ability to independently understand and map end-to-end customer journeys
- Experience integrating insights from disparate data, processes, and systems for journey optimisation
- Experience creating and maintaining customer journey and process maps (e.g., Visio)
- Proven ability to coordinate cross-functional alignment and orchestration
- Experience conducting primary research and analysing key themes and trends
- Experience using established change management programmes to implement process improvements
- Strong written communication skills; ability to write and edit materials tailored to various audiences
- Experience working within knowledge management and data management systems and procedures
What We Do
Lloyds Technology Centre is the Global Capability Centre of Lloyds Banking Group, based in Hyderabad, India. It functions as a tech and data company providing engineering expertise in cloud computing, data analytics, and cybersecurity. The centre supports the digital transformation of Lloyds Banking Group, a leading UK financial services provider, and operates primarily in the IT services and consulting sector.
