Senior Customer Journey Manager

Job title: Senior Customer Journey Manager – Crown Dependencies

Location: Jersey or Isle of Man

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at either our Jersey or Isle of Man office.

About this opportunity

Join our dynamic team as Senior Customer Journey Manager (CJM) and play a pivotal role in shaping the future of our customer experiences. By collaborating with colleagues in Product, Design and Engineering, we ensure that our customer journeys are seamless and effective.

Our team sits within the Lloyds Bank International, Crown Dependencies Technology & Change function. We support customer and colleague impacting journeys, services and applications for International Private Banking, Commercial, Consumer Lending and Relationships customers.

As a Senior CJM, you'll be at the forefront of understanding and optimising the end-to-end customer experience. Your role will involve continuous improvement of customer journeys, ensuring that the needs of both internal and external customers are met.

You'll work across functional boundaries to orchestrate effective journeys, using data and management information to drive significant benefits for our customers. Your efforts will help us deliver outstanding customer results and contribute to the overall success of our initiatives.

Responsibilities will include:

• Represent the voice of the customer, deeply understanding their journey and ensuring their needs are met.
• Build detailed customer journey maps to communicate information concisely and cultivate a shared vision.
• Ensure customer journeys are well-documented and accurately translated during the build phase.
• Use data and management information to identify areas for improvement and drive significant benefits.
• Collaborate with the product owner to shape the roadmap, aligning it with customer and business needs.
• Build a CJM community within the Crown Dependencies to deliver a consistent end-to-end experience for customers.

What you'll need:

• Experience working as a Customer Journey Manager with a minimum of 3 years experience in role. You must be working in role – or have worked as a Customer Journey Manager in the past 12 months, supporting agile delivery currently to be considered for this role.
• You must also have analytical experience (working as CJM or Business Analyst) across digital channels, working on mobile app delivery (IOS and Android) – this is essential for this role given focus of our digital growth strategy.
• Prior Experience in team leadership is a must, able to run teams across multiple site locations.
• Extensive experience creating digital customer journeys and promoting customer outcomes.
• Experience in creating colleague journeys and addressing customer dropouts.
• Proficiency in creating detailed outputs and design documentation using tools like FIGMA.
• Proven experience with agile delivery using tools – JIRA, Confluence and JIRA Align are essential to be considered for this role.
• Strong analytical skills to collect and analyse data, using insights to improve product performance.
• Ability to lead workshops and meetings with stakeholders, influencing and challenging to ensure the product vision is protected.

Please note - Candidates for roles in Jersey and/or Isle of Man, are required to hold specific right to work permissions to live & work in these jurisdictions which differ from the UK.

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. 
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include longterm health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. 
If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum 
criteria for the advertised job role.
We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.

If you’re excited by the thought of becoming part of our team, get in touch.

We’d love to hear from you!