Head of Customer Journeys, Digital Banking

Lloyds Banking Group; Douglas; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

A generous pension contribution up to

Annual bonus

Discounted shopping

30 days’ holiday plus bank holidays

Wellbeing initiatives & parental leave

Job summary

Lloyds Banking Group in the Crown Dependencies Lab within the Markets Platform is seeking a Lead Customer Journey Manager to lead the Fids, Funds and Corporate Feature Team. You will help maintain and evolve the platform to meet growing demand for digital services while balancing customer, regulatory and technical needs.

Working with Product Owners, Experience Design, Engineering and Operations, you will translate insights into scalable, compliant solutions and drive end-to-end journey

Qualifications

• Experience leading customer journey initiatives in financial services.
• Ability to translate customer, regulatory and business needs into technology-enabled solutions.
• Familiarity with process mapping, data flows and system dependencies.

Responsibilities

• Lead delivery and continuous improvement of customer journeys, processes and technology solutions.
• Analyze customer, operational and data sources to identify trends and risks.
• Identify gaps and opportunities to improve outcomes and efficiency.
• Collaborate with business, technology, engineering, design and operations to deliver scalable solutions.
• Develop and maintain journey/process maps and supporting documentation.
• Evaluate feasibility and impact of new products and changes.

Skills

Customer journey mapping

Requirements gathering

Stakeholder engagement

Understanding of business processes

Data awareness

Testing & change activities

Communication & problem solving

Job description

Lloyds Banking Group in the Crown Dependencies Lab within the Markets Platform is seeking a Lead Customer Journey Manager to lead the Fids, Funds and Corporate Feature Team. You will help maintain and evolve the platform to meet growing demand for digital services while balancing customer, regulatory and technical needs.

Working with Product Owners, Experience Design, Engineering and Operations, you will translate insights into scalable, compliant solutions and drive end-to-end journey