Description
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
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.
Please note this full-time role is only available for colleagues residing in, or to those who hold right to work permits for the Isle of Man / Jersey.
About this Opportunity
The Customer Journey Manager plays a pivotal role in analysing, shaping, and optimising customer and colleague experiences across the bank. Working closely with the Product Owner and wider product team, you will apply business analysis techniques to understand journey performance, identify root causes, and translate insight into actionable improvements.
You will support prioritisation and design decisions by ensuring customer journey data, process understanding, and cross‑functional impacts are clearly articulated and embedded into product development.
You’ll be responsible for:
1. Leading analysis of end‑to‑end customer and colleague journeys to identify pain points, opportunities, and operational inefficiencies.
2. Ensuring decisions remain grounded in customer needs by using qualitative and quantitative insight to inform requirements and journey design.
3. Coordinating across Product, Experience Design, Engineering, and operational teams to align processes and solutions, ensuring journeys work cohesively across functional boundaries.
4. Supporting continuous improvement by defining problem statements, evaluating options, and shaping recommendations that enhance journey effectiveness and business outcomes.
How you’ll achieve this
You’ll collaborate closely with colleagues across the product lifecycle to validate requirements, refine designs, and ensure the intended customer experience is reflected in processes, systems, and technology solutions.
Why Lloyds Banking Group
We’re on a significant transformation journey, investing in our people, data, and technology to create new capabilities and improved customer experiences. You’ll have the opportunity to work on meaningful change initiatives, contribute analytical insight, and develop professionally in a supportive, forward‑thinking environment.
What you’ll need
5. Customer insights: Ability to interpret varied data sources (transactional, behavioural, demographic, operational) to generate meaningful insight for business decision‑making and customer‑centric improvements.
6. Problem solving: Strong analytical thinking — using structured methods such as process mapping, hypothesis‑driven analysis, and root cause techniques to identify and develop feasible solutions.
7. Collaboration: A proactive approach to stakeholder engagement, building trusted relationships and navigating differences to drive shared understanding and alignment.
Useful experience (but not essential)
Experience in business analysis, journey optimisation, or customer experience work is beneficial but not required. A growth mindset, curiosity, and enthusiasm for improving customer outcomes are key.
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 want our people to feel that they belong and can be their best, regardless of background, identity or culture.
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.
And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, 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
• 24 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.
If you’re excited about shaping better customer experiences and influencing meaningful change, 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.