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Senior Customer Journey Manager
- To be advised
- Permanent, Full Time
- Closing in 9 days
- Lloyds Bank International
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.
What you'll be doing:
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.
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 or Business Analyst with a minimum of 3 years' experience in role. You must be currently working in role or have worked in role no more than 12 months ago, 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 - this needs to be evidenced in your CV.
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.
To apply:
https://www.linkedin.com/jobs/view/4243073230
