Lead Customer Journey & Experience Architect

Lloyds Banking Group; Jersey Marine, Isle of Man; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Pension up to 15%

Annual performance bonus

30 days holiday + bank holidays

Job summary

Lloyds Banking Group, Crown Dependencies Lab, leads the Fids, Funds and Corporate Feature Team within our Markets Platform to evolve a digital platform for customers. The Lead Customer Journey Manager orchestrates customer journeys with Product Owners and the broader team, shaping prioritisation and delivering value through data-driven technology-enabled changes.

You'll work across internal and external stakeholders to optimise end-to-end journeys, align with regulatory requirements, and ensure

Qualifications

• 2+ years of experience in change, business analysis or product delivery.
• Experience leading CJM or customer experience initiatives.
• Ability to translate customer, business and regulatory needs into actionable requirements.

Responsibilities

• Lead delivery and continuous improvement of customer journeys and related processes.
• Analyze data sources to identify trends, risks and opportunities for decision making.
• Identify inefficiencies and drive improvements to customer outcomes and business performance.
• Collaborate with business, technology, engineering, design and operations teams to ensure scalable solutions.
• Develop and maintain journey/process maps and supporting documentation.

Skills

Leadership

Customer journey mapping

Process analysis

Requirements gathering

Stakeholder engagement

Business processes and data

Problem solving

Communication

Job description

Lloyds Banking Group, Crown Dependencies Lab, leads the Fids, Funds and Corporate Feature Team within our Markets Platform to evolve a digital platform for customers. The Lead Customer Journey Manager orchestrates customer journeys with Product Owners and the broader team, shaping prioritisation and delivering value through data-driven technology-enabled changes.

You'll work across internal and external stakeholders to optimise end-to-end journeys, align with regulatory requirements, and ensure