Lead Customer Journey Architect (Hybrid)

Lloyds Banking Group; Saint Helier; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Lloyds Banking Group in Jersey (Isle of Man eligible) is seeking a Lead Customer Journey Manager to lead the end-to-end customer journey design and delivery for our Lab within Markets Platform. You will bridge business and technology teams to ensure journeys are scalable, compliant, and outcomes-focused.

You will collaborate with Product Owners, Experience Design, Engineering and Operations to translate customer and regulatory needs into effective tech-enabled solutions, while driving continuous

Qualifications

• 2+ years' experience in change, business analysis or product delivery, with leadership across CJM/community
• Ability to translate customer, business and regulatory needs into tech-enabled solutions
• Experience mapping journeys, processes and data flows

Responsibilities

• Lead the delivery and continuous improvement of customer journeys, processes and technology solutions
• Conduct research and analysis across customer, operational, process, system and data sources
• Identify inefficiencies and drive improvements that enhance customer outcomes and business performance
• Partner with business, technology, engineering, design and operations teams to understand system capabilities and data flows
• Develop and maintain journey maps and process maps with regulatory considerations
• Evaluate feasibility and impact of new products and services, providing recommendations
• Manage journey-level risks and stakeholder alignment across people, process, technology and data
• Monitor journey performance and identify opportunities to optimise experiences and efficiency
• Act as SME for assigned journeys, shaping long-term planning and operating models

Skills

Customer journey mapping

Process analysis

Requirements gathering

Stakeholder engagement

Understanding of business processes

Job description

Lloyds Banking Group in Jersey (Isle of Man eligible) is seeking a Lead Customer Journey Manager to lead the end-to-end customer journey design and delivery for our Lab within Markets Platform. You will bridge business and technology teams to ensure journeys are scalable, compliant, and outcomes-focused.

You will collaborate with Product Owners, Experience Design, Engineering and Operations to translate customer and regulatory needs into effective tech-enabled solutions, while driving continuous