Senior Customer Journey Manager

LLOYDS BANKING GROUP; United Kingdom; Hybrid; GBP 65,000 - 73,000; Full time

Job summary

An established industry player seeks a Senior Customer Journey Manager to enhance customer experiences across various services. In this hybrid role, you will collaborate with cross-functional teams to optimize customer journeys, ensuring both internal and external needs are met. Your analytical skills will drive continuous improvement, while your leadership will foster a community focused on delivering exceptional outcomes. Join a dynamic team that values diversity and inclusion, and contribute to shaping the future of customer interactions in a supportive and innovative environment.

Qualifications

• 3+ years as a Customer Journey Manager with agile delivery experience.
• Proficiency in analytical tools and creating digital customer journeys.

Responsibilities

• Understand and optimize the end-to-end customer experience.
• Build detailed customer journey maps and ensure documentation accuracy.
• Collaborate with product owners to align roadmaps with customer needs.

Skills

Customer Journey Management

Agile Delivery

Analytical Skills

Team Leadership

Digital Customer Journeys

Stakeholder Management

Tools

JIRA

Confluence

FIGMA

Job description

End date: Sunday 11 May 2025

Salary range: £65,385 - £72,650

We support agile working: Click here for more information on agile working options.

Agile Working Options: Job Share; Hybrid Working

Job description

Job title: Senior Customer Journey Manager – Crown Dependencies

Location: Jersey or Isle of Man

Working Pattern: Our work style is hybrid, involving at least two days per week, or 40% of our time, at either our Jersey or Isle of Man office.

About this opportunity

Join our dynamic team as Senior Customer Journey Manager (CJM) and play a pivotal role in shaping the future of our customer experiences. By collaborating with colleagues in Product, Design, and Engineering, we ensure that our customer journeys are seamless and effective.

Our team sits within Lloyds Bank International, Crown Dependencies Technology & Change. We support customer and colleague impacting journeys, services, and applications for International Private Banking, Commercial, Consumer Lending, and Relationships customers.

As a Senior CJM, you'll be at the forefront of understanding and optimising the end-to-end customer experience. Your role will involve continuous improvement of customer journeys, ensuring the needs of both internal and external customers are met.

You'll work across functional boundaries to orchestrate effective journeys, using data and management information to drive benefits for our customers. Your efforts will help us deliver outstanding customer results and contribute to our initiatives' success.

Responsibilities will include:

• Represent the voice of the customer, deeply understanding their journey and ensuring their needs are met.
• Build detailed customer journey maps to communicate information concisely and cultivate a shared vision.
• Ensure customer journeys are well-documented and accurately translated during the build phase.
• Use data and management information to identify areas for improvement and drive benefits.
• Collaborate with the product owner to shape the roadmap, aligning it with customer and business needs.
• Build a CJM community within the Crown Dependencies to deliver a consistent end-to-end experience.

What you'll need:

• Minimum of 3 years' experience working as a Customer Journey Manager, supporting agile delivery currently or within the past 12 months.
• Analytical experience (as CJM or Business Analyst) across digital channels, especially on mobile app delivery (iOS and Android).
• Prior team leadership experience, able to manage teams across multiple locations.
• Extensive experience creating digital customer journeys and promoting customer outcomes.
• Experience in creating colleague journeys and addressing customer dropouts.
• Proficiency in creating detailed outputs and design documentation using tools like FIGMA.
• Proven experience with agile tools – JIRA, Confluence, and JIRA Align.
• Strong analytical skills to interpret data and improve product performance.
• Ability to lead workshops and stakeholder meetings, influencing and challenging to protect product vision.

Please note: Candidates for roles in Jersey and/or Isle of Man must hold specific right-to-work permissions for these jurisdictions.

About working for us

We focus on inclusion, reflecting modern society and celebrating diversity. We offer workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location, and working patterns.

If you have a disability, you can apply via our Disability Confident Scheme (DCS), which guarantees a fair interview process for eligible applicants.

We provide reasonable adjustments throughout recruitment to reduce barriers for applicants with disabilities or neurodivergent conditions. Please let us know if you need adjustments.

If you're excited about joining our team, get in touch. We’d love to hear from you!