Customer Journey Manager

JOB TITLE: Customer Journey Manager

SALARY: Jersey - £51,777 - £57,530| Isle of Man - £43,803 - £48,670

LOCATION(S): Jersey - 9 Broad Street, St Helier or Isle of Man - Villers House Douglas

HOURS: Full-time - 35 hours per

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.  

What you’ll be doing 

As a Customer Journey Manager, you'll play a key role in crafting outstanding experiences for our customers and colleagues. You will work closely with Product Owners and cross-functional teams. Using data, insights, and advanced business analysis techniques, you will understand journey performance, find opportunities to improve, and turn your findings into meaningful results.
Working within our Commercial Banking division, you'll help shape and optimise customer journeys that support the evolving needs of business and corporate customers.

Ensure customer needs remain central to decision-making by using both qualitative and quantitative insights to inform journey development, prioritisation, and product development. Collaborating with Product, Experience Design, Engineering, and operational teams, help build seamless end-to-end experiences that work flawlessly across functional boundaries.

Additionally, you'll support continuous improvement by defining problems, evaluating options, and crafting recommendations that improve customer outcomes, colleague experiences, and business performance. Your work will ensure that processes, systems, and technology solutions deliver the intended experiences.

Why join us? 

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.  

What we’re looking for?

• Data Analysis & Customer Insight – Minimum of 2 years analysing and interpreting data from various sources. These include transactional, behavioural, demographic, and operational data to produce valuable insights. This supports business decisions centred on the customer.
• Analytical Problem Solving – Experience using structured approaches such as process mapping, root cause analysis, and problem solving based on hypotheses to find opportunities and develop practical solutions.
• Elicitation & Business Analysis – Experience gathering, documenting and refining business requirements through engagement with stakeholders, translating customer, colleague and business needs into clear recommendations and actionable outcomes.
• Stakeholder Collaboration & Communication – Ability to build trusted relationships, influence collaborators, and drive alignment across teams through effective communication and engagement.
• Customer-Centred Thinking – Experience using customer and colleague insight to support improvements in products, processes, or services. A growth mindset, curiosity, and enthusiasm for improving customer outcomes are key.
   

And any experience of these would be great

• Financial services experience is desirable but not mandatory; strong experience working with corporate clients and complex business needs will be equally valued.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

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.  

And any experience of these would be great 

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 

• 28 days’ holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies 

Ready to do the best work of your career? Apply today.