Customer Journey Manager

End Date Tuesday 29 September 2026

Salary Range £0 - £0

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

Flexible Working Options Job Share

Job Description Summary .

Job Description JOB TITLE :
Customer Journey Manager LOCATION :
Jersey or Isle of ManHOURS :
Full-time WORKING PATTERN :
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our office site.

What you’ll be doing :

An exciting opportunity has arisen within the Crown Dependencies Lab within the Markets Platform, part of the Non Ring-fenced Bank, to lead our Fids, Funds and Corporate Feature Team. You'll help us maintain our current platform as well as manage its evolution to support growing customer demand for digital services and products within our estate. You’ll need to develop a deep understanding of industry trends, and a willingness to apply your technical knowledge to making customer’s experiences better.

Within our Lab, we challenge ourselves daily to create an extraordinary team environment, in which people bring out the best in themselves by providing autonomy and ensuring they feel and a safe space to experiment.

The Customer Journey Manager works with Product Owners and delivery teams to understand, improve and orchestrate customer journeys. Combining customer journey expertise with an understanding of processes, systems, data and technology, the CJM helps ensure customer, business and technical requirements are reflected in design and delivery decisions.

You’re responsible for improving end-to-end customer experiences, supporting continuous improvement and working across Product, Engineering, Experience Design and Operations teams to deliver effective, technology-enabled solutions.
* To be eligible for this role, you'll need to have right to live and work in the Isle of Man (this is different to UK right to work

Key Responsibilities Uses knowledge management systems and business documentation to access and apply information relevant to customer journeys, processes, systems and products.

Collates, analyses and interprets customer, process, operational and system data using established tools, methods and reporting formats.

Sees opportunities to improve customer journeys, processes, systems and controls, supporting the delivery of change through established frameworks and procedures.

Accesses and interprets information from business systems and data sources to support journey analysis, decision-making and continuous improvement activities.

Produces and maintains customer journey maps, process documentation, reports and presentations using standard business tools.

Develops knowledge of business processes, systems, data flows and technology capabilities through formal and informal learning opportunities.

Responds to queries from stakeholders across business and technology teams, providing guidance and support on customer journey-related matters.

Supports individual and team objectives through effective collaboration, stakeholder engagement and continuous personal development.

Undertakes research activities using established systems, processes and methodologies to identify customer, operational and technology improvement opportunities.

Supports customer and operational teams by analysing customer needs, journey performance and process effectiveness.

Assists with product and journey development activities, including analysing customer requirements, interpreting data, understanding system impacts and supporting solution design.

Develops an understanding of key systems, data flows, integrations and technology dependencies that support customer journeys and business processes.

Works with Product, Engineering and Operations teams to ensure customer, business and…