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Customer Journey Manager
- To be advised
- Permanent, Full Time
- Closing in 12 days
- Lloyds Bank International
Join our dynamic team as 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 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.
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.
Extensive experience creating digital customer journeys and promoting customer outcomes.
Experience in creating colleague journeys and addressing customer dropouts.
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.
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