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Customer Journey Manager
- 32,395 - 38,295
- Permanent, Full Time
- Closing in 13 days
- Lloyds Bank International
What you’ll need:
Customer Journey Mapping: Ability to create and maintain journey maps and process flows (e.g., Visio, Figma, Confluence) to visualise customer experiences.
Requirements Elicitation & Analysis: Ability to gather, refine, and prioritise requirements into actionable user stories and acceptance criteria.
Process Modelling & Value Stream Mapping: Competence in modelling business processes and mapping value streams for iterative delivery.
Data Analysis & Interpretation: Ability to analyse data to support decision-making and validate solutions.
Collaboration & Facilitation: Ability to work effectively with multiple partners and facilitate workshops or discussions.
Communication Skills: Clear articulation of journey insights and recommendations to technical and non-technical audiences. Ability to convey complex ideas through user stories, diagrams, and verbal discussions.
Problem-Solving & Critical Thinking: Evaluate journey effectiveness and identify improvement opportunities.
Adaptability to Change: Ability to embed new practices and respond to evolving priorities in a dynamic environment.
Experience:
It’s important that applicants have solid Business Analysis experience, as this forms the foundation for understanding complex processes, eliciting requirements, and translating customer needs into actionable solutions. Strong BA skills ensure the ability to analyse data, facilitate workshops, and collaborate effectively in an Agile environment - critical for success in a Customer Journey Manager role. Further experience noted below will also be essential:
Requirements elicitation & analysis with proven ability to translate partner needs into clear user stories and acceptance criteria within Agile teams.
Process modelling / value stream mapping and an eye for operational and customer impact.
Stakeholder engagement & workshop facilitation (e.g., discovery, prioritisation, refinement).
Cross functional collaboration alongside Product Owners, engineers and testers, focusing on iterative value delivery.
Agile ways of working (Scrum/Kanban) with an adaptive, continuous improvement mentality.
Tools familiarity: Experience with Jira and collaboration platforms. (LBG training pathways include understanding and using Jira modules.)
Customer empathy and clear communication - able to convey complex ideas via stories, diagrams and conversation.
For more details and to apply contact Sarah.watkins@lloydsbankinternational.com
