Customer Journey Manager - Jersey or Isle of Man

LLOYDS BANKING GROUP; London; Hybrid; GBP 32,000 - 44,000; Full time

Job summary

Lloyds Bank International seeks a Customer Journey Manager to enhance digital banking. This role involves mapping customer experiences, collaborating across teams, and utilizing tools like JIRA and Figma to ensure top-notch customer journeys in mobile and desktop banking platforms. The bank champions diversity and offers a generous benefits package.

Benefits

Generous pension contribution

Annual performance-related bonus

Share schemes

Discounted shopping benefits

24 days’ holiday plus bank holidays

Generous parental leave policies

Qualifications

• Ability to work autonomously and as part of a team.
• Experience in cross-functional organizations.
• Fast learner with a high-performance attitude.

Responsibilities

• Map and improve the full customer experience.
• Document requirements and guide engineers.
• Manage governance processes and incident resolution.

Skills

Customer-centric mindset

Proactive attitude

Teamwork

Time management

Adaptability

Tools

JIRA

Confluence

Figma

Job description

End date Monday 28 July 2025

Salary range £41,240 - £43,410

We support flexible working

Learn more about flexible working.

Agile Working Options Job Share; Hybrid Working

Job description

• JOB TITLE: Customer Journey Manager
• SALARY: £32,395 to £43,410 depending on location.
• LOCATION(S): Broad Street, Jersey or Villiers House, Isle of Man.
• 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 one of our office sites.

About this Opportunity

Lloyds Bank International is in a critical era of growth. We have an exciting opportunity for a dedicated Customer Journey Manager to join our International Private Banking Digital Channels team.

As a Customer Journey Manager (CJM) you’ll play a crucial role in digital product development across our International Mobile Banking app, our desktop banking platform and online application forms. You’ll be working with the Product Owner, CJMs and the broader development team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and product delivery.

Alongside the rest of the feature team, you’ll play a key supporting role in making sense of this insight and factoring it into prioritisation approaches and design choices, learning from and working within our existing team of CJMs.

In collaboration with colleagues in Product, Design and Engineering you’ll be responsible for:

• Mapping and improving the full customer experience for both internal and external users.
• Developing personas and tailoring journeys to different customer types.
• Documenting requirements and user stories, guiding engineers through agile cycles to translate these into delivery outcomes for our customers.
• Managing governance processes and coordinating regular software releases.
• Leading incident management and acting as a liaison between business partners and engineers for fast resolution.
• Analysing customer feedback and competitor data to identify pain points and improvement opportunities.
• Supporting Lead CJMs in delivering excellent customer journey management.

What you’ll need

• A customer-centric mindset, with the ability to see through the customers’ eyes and advocate for their needs.
• Experience achieving results in large or cross-functional organisations, independently or as part of a team.
• A high-performance attitude, with a proactive attitude and willingness to contribute broadly across the team.
• To be a fast learner, who can quickly adapt and pivot to new challenges.
• Able to work quickly, stay productive, and manage time well.
• Ability to work autonomously and deliver outcomes on your own as well as within a team.

And any experience of these would be really useful

• Experience using JIRA, Confluence and Figma tools.
• Background in delivering technology or business change using established methodologies.

Why Lloyds Banking Group

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

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
• 24 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.