Customer Journey Manager

End Date

Thursday 18 December 2025

Salary Range

£38,295 - £40,310

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Flexibility in when hours are worked, Job Share

Job Description Summary

Please note this role is only available for colleagues residing in, or to those who hold right to work permits for Jersey or Isle of Man.

Job Description

• JOB TITLE: Customer Journey Manager
• SALARY: £32,395 to £38,295 depending on location
• LOCATION(S): Jersey or Isle of Man
• HOURS: Full-time 35 hours a week.
• 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.

About this Opportunity

The CJM plays a crucial role in product development, working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key supporting role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for supporting the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Role responsibilities:

Understand:

• Understands parts of the customer journey with support
• Integrates some insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Supports provision in Customer Journey and process maps (e.g. Visio)

Optimise:

• Evaluates the effectiveness of parts of the journey from a customer and business perspective with support
• Begins to display a continuous improvement mindset to their journey

Orchestration:

• Coordinate cross functional alignment on journeys with support

Why Lloyds Banking Group

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too…

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.

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

Ready to start growing with purpose?

Apply today.

(Please note our roles can generate a considerable amount of interest and can close early so don't miss out on this opportunity to apply today.)

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.

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