Lead Customer Journey Manager

Location: Jersey or Isle of Man. Hybrid working requires spending at least two days per week or 40% of working time at the office. Applicants must have the right to live and work in the Isle of Man; UK right to work is not sufficient.

Salary: £78,372–£87,080 per year

Company

hirify.global is a major UK financial services organisation developing digital banking products and services.

What you will do

• Lead the delivery and continuous improvement of end-to-end customer journeys, processes, and technology-enabled solutions.
• Research customer, operational, process, system, and data sources to identify trends, root causes, risks, and opportunities.
• Identify inefficiencies, gaps, and control weaknesses and drive improvements to customer outcomes and business performance.
• Partner with product, technology, engineering, experience design, and operations teams to align solutions with customer needs and system capabilities.
• Develop and maintain customer journey maps, process maps, and supporting operational, data, technology, and regulatory documentation.
• Manage journey-level risks, dependencies, stakeholder alignment, performance monitoring, and recommendations for new products and services.

Requirements

• At least 2 years of experience in customer journey management, change, business analysis, or product delivery.
• Experience with customer journey mapping, process analysis, requirements gathering, and documentation.
• Understanding of business processes, systems, data flows, and integration points.
• Ability to identify customer problems and improvement opportunities and support testing, implementation, and change activities.
• Strong stakeholder engagement, communication, problem-solving, analytical, and leadership skills.
• Right to live and work in the Isle of Man is required.

Culture & Benefits

• Autonomous environment that encourages experimentation and continuous improvement.
• Commitment to diversity, equity, and inclusion across customers, colleagues, and communities.
• Support for learning, development, and progression.
• Reasonable workplace adjustments for disabilities, health conditions, and neurodivergence, including flexibility in office attendance and working patterns.
• Adjustments are available throughout the recruitment process.