Customer Journey Lead

lloyds banking group; Maidstone; Hybrid; GBP 38,000 - 41,000; Full time

Job summary

A leading banking institution is seeking a Customer Journey Manager responsible for enhancing customer experiences. This role involves collaborating across product teams to optimize journeys. Candidates should have solid business analysis skills, familiarity with process mapping tools, and the ability to facilitate workshops. The position offers a hybrid work model, competitive salary, and a comprehensive benefits package including a pension scheme and performance-related bonuses.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Benefits for lifestyle adaptation

24 days’ holiday plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Solid business analysis experience is essential for understanding complex processes.
• Ability to analyse data and facilitate workshops effectively.
• Proven skills in translating customer needs into actionable solutions.

Responsibilities

• Understand customer journey parts with support.
• Evaluate journey effectiveness from both customer and business perspectives.
• Coordinate cross-functional alignment on journeys.

Skills

Customer Journey Mapping

Requirements Elicitation & Analysis

Process Modelling & Value Stream Mapping

Data Analysis & Interpretation

Collaboration & Facilitation

Communication Skills

Problem-Solving & Critical Thinking

Adaptability to Change

Education

Business Analysis experience

Tools

Jira

Visio

Figma

Confluence

Job description

A leading banking institution is seeking a Customer Journey Manager responsible for enhancing customer experiences. This role involves collaborating across product teams to optimize journeys. Candidates should have solid business analysis skills, familiarity with process mapping tools, and the ability to facilitate workshops. The position offers a hybrid work model, competitive salary, and a comprehensive benefits package including a pension scheme and performance-related bonuses.