End Date Sunday 11 May 2025 Salary Range £65,385 - £72,650 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary. Job Description Job title: Senior Customer Journey Manager – Crown Dependencies Location: Jersey or Isle of Man Salary : Competitive Package 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. About us We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive. 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. 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 reasonable 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 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! At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.