Lead Customer Journey Manager

Lloyds Banking Group; Saint Helier; Hybrid; GBP 85,000 - 112,000; Full time

Benefits offered by this job

30 days' holiday

Annual performance-related bonus

Pension up to 15%

Wellbeing initiatives

Job summary

Lloyds Banking Group in Jersey/Isle of Man seeks a Lead Customer Journey Manager to orchestrate customer journeys across platforms and teams. You will translate customer, business and regulatory needs into technology-enabled outcomes, driving improvements with data-driven decisions and a strong focus on customer outcomes.

You’ll collaborate with Product Owners, Experience Design, Engineering and Operations to ensure scalable, compliant journeys while managing risks and stakeholder alignment.

Qualifications

• 2+ years’ experience in change, business analysis or product delivery.
• Proven leadership across CJM/business analyst communities.
• Ability to translate customer, business and regulatory needs into deliverable solutions.
• Strong communication, problem-solving and analytical skills.

Responsibilities

• Lead the delivery and continuous improvement of customer journeys, processes and technology solutions.
• Conduct research across customer, operational, process, system and data sources to identify trends and opportunities.
• Identify inefficiencies and control weaknesses to improve customer outcomes.
• Partner with business, technology, engineering, design and operations teams to ensure scalable solutions.
• Develop and maintain customer journey maps and process maps with regulatory considerations.
• Evaluate feasibility and impact of new products and technology-enabled solutions.
• Manage journey-level risks, dependencies and stakeholder alignment.
• Monitor journey performance using feedback and data insights to optimise experiences.
• Act as SME for assigned journeys and contribute to long-term planning.

Skills

Leadership

Customer journey mapping

Requirements gathering

Stakeholder engagement

Understanding of business processes

Problem identification

Testing support

Communication

Job description

LOCATION: Jersey or 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 our office site.

What you'll be doing:

An exciting opportunity has arisen within the Crown Dependencies Lab within the Markets Platform, part of the Non Ring-fenced Bank, to lead our Fids, Funds and Corporate Feature Team. You'll help us maintain our current platform as well as manage its evolution to support growing customer demand for digital services and products within our estate. You'll need to develop a deep understanding of industry trends, and a willingness to apply your technical knowledge to making customer's experiences better.

Within our Lab, we challenge ourselves daily to create an extraordinary team environment, in which people bring out the best in themselves by providing autonomy and ensuring they feel and a safe space to experiment.

The Lead Customer Journey Manager plays a critical role in product development, working with Product Owners and the wider product team to understand, measure and orchestrate customer journeys. The role combines strong customer journey expertise with technical capability, enabling effective translation of customer, business and regulatory needs into technology-enabled solutions. By understanding processes, systems, data flows and integration points, the Lead Customer Journey Manager helps shape prioritisation decisions and ensures design choices deliver the intended customer and business outcomes.

The role is responsible for understanding and optimising the end-to-end customer experience, both internal and external, ensuring customer needs remain at the forefront of all journeys. They lead the continuous improvement of journeys by finding opportunities to simplify processes, remove inefficiencies and enhance customer outcomes through effective use of data and technology.

Working closely with Product, Experience Design, Engineering and Operations teams, the Lead Customer Journey Manager ensures customer journeys, process designs and technical solutions are aligned and accurately represented. The role acts as a bridge between business and technology teams, orchestrating delivery across functional boundaries to ensure journeys are scalable, efficient, compliant and effective.

* To be eligible for this role, you'll need to have right to live and work in the Isle of Man (this is different to UK right to work

Key Responsibilities

• Lead the delivery and continuous improvement of customer journeys, processes and technology solutions, using established change, business analysis and knowledge management frameworks.
• Conduct research and analysis across customer, operational, process, system and data sources to identify trends, root causes, risks and opportunities, supporting evidence-based decision making.
• Identify inefficiencies, gaps and control weaknesses across customer journeys, processes and systems, driving improvements that enhance customer outcomes and business performance.
• Partner with business, technology, engineering, design and operations teams to understand system capabilities, data flows and dependencies, ensuring solutions are scalable, achievable and aligned to customer needs.
• Develop and maintain customer journey maps, process maps and supporting documentation, ensuring operational, data, technology and regulatory considerations are accurately represented.
• Evaluate the feasibility, value and impact of new products, services, processes and technology-enabled solutions, providing recommendations and supporting implementation.
• Manage journey-level risks, dependencies and stakeholder alignment across people, process, technology and data, ensuring effective delivery of customer and business outcomes.
• Monitor customer journey performance using feedback, operational metrics and data insights, finding opportunities to optimise experiences, efficiency and service effectiveness.
• Act as the subject matter expert for assigned journeys, contributing to long-term planning, future operating models and technology-enabled propositions while balancing customer, operational, regulatory and technical requirements.

If you think all banks are the same, you're wrong. We're a pioneering, fast-changing business that's shaping finance as a force for good. If you're after a role where you can have an impact and do the best work of your career, you've just found it.

What we’re looking for?

In this role, you’ll act as the senior customer advocate within delivery, ensuring customer needs are effectively translated into prioritised, scalable and value-driving solutions that are delivered. You’ll be responsible for shaping and improving end-to-end customer and colleague journeys, ensuring customer outcomes remain at the heart of change delivery; you’ll need to have 2+ years’ experience and broader experience in change, business analysis or product delivery, providing leadership across the CJM/business analyst community, driving quality standards, and influencing strategic decisions across business and technology teams.

Key capabilities include:

• Evidenced leadership skills is a requirement
• Customer journey mapping and process analysis.
• Requirements gathering and documentation.
• Stakeholder engagement and collaboration.
• Understanding of business processes, systems and data.
• Identification of customer problems and improvement opportunities.
• Supporting testing, implementation and change activities.
• Strong communication, problem-solving and analytical skills.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies