Senior Customer Journey Architect

Lloyds Bank plc; St Helier; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Discounted shopping

30 days holiday

Wellbeing initiatives

Parental leave

Job summary

Lloyds Bank plc is seeking a Lead Customer Journey Manager to join the Crown Dependencies Lab. The role focuses on leading the end-to-end customer journeys across Fids, Funds and Corporate features, aligning business and tech requirements with regulatory constraints.

Based in Jersey or Isle of Man, the spot offers hybrid work with a focus on delivering scalable, data-driven customer experiences and continuous improvement of journeys across the estate.

Qualifications

• Experience leading customer journey workstreams and cross-functional collaboration.
• Ability to translate customer, regulatory and business needs into tech-enabled solutions.
• Strong analysis, problem-solving and communication skills.

Responsibilities

• Lead the delivery and continuous improvement of customer journeys and supporting tech solutions.
• Conduct research across data sources to identify trends, risks and opportunities.
• Identify inefficiencies and gaps, driving improvements that enhance outcomes and performance.
• Partner with business, technology and operations teams to ensure scalable solutions.
• Develop and maintain journey maps and process maps with regulatory considerations.
• Evaluate feasibility and impact of new products and tech-enabled changes.
• Manage journey risks, dependencies and stakeholder alignment for delivery.

Skills

Customer journey mapping

Stakeholder engagement

Requirements documentation

Data analysis

Process improvement

Job description

Lloyds Bank plc is seeking a Lead Customer Journey Manager to join the Crown Dependencies Lab. The role focuses on leading the end-to-end customer journeys across Fids, Funds and Corporate features, aligning business and tech requirements with regulatory constraints.

Based in Jersey or Isle of Man, the spot offers hybrid work with a focus on delivering scalable, data-driven customer experiences and continuous improvement of journeys across the estate.