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.

Please note* This role is based in Jersey or Isle of Man, you’ll require the right to work and live in these locations.

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.

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need:

• Experience working as a Business Analyst, you must be working in role – or have worked as a Business Analyst in the past 12 months, supporting agile delivery currently to be considered for this role.
• 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.

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. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

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.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We’re proud to be a Disability Confident Leader. 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.

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

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• 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.

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

We’d love to hear from you!