At a Glance
- Tasks: Lead transformative customer journey initiatives and collaborate across teams to enhance user experience.
- Company: Join Finastra, a global leader in financial services software with a mission to innovate.
- Benefits: Enjoy unlimited vacation, hybrid work, health benefits, and career development opportunities.
- Other info: Be part of a culture that values flexibility, inclusion, and sustainability.
- Why this job: Make a real impact on customer satisfaction and platform scalability in a dynamic environment.
- Qualifications: Experience in program management and strong communication skills are essential.
The predicted salary is between 70000 - 90000 £ per year.
At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
We are seeking a highly driven and adaptable Customer Journey Transformation Program Manager to support a critical modernisation initiative within the Lending business unit. This individual will operate at the intersection of the COO, Product (CPO), Sales (CRO) and Technology (CTO) organisations to ensure customers are prepared for upcoming platform upgrades and migration journeys. This is a high impact, hands on role requiring a versatile operator who can bring structure to complex transformation efforts, and drives measurable execution. The role will play a pivotal part in enabling customer readiness, shaping future state journeys, and providing insight and guidance to the COO leadership team. This role is central to the success of the Lending modernisation program. By ensuring our customers, and internal teams, are ready for the transformation journey, this role will directly impact adoption, customer satisfaction, and the long-term scalability of our platform.
Responsibilities & Deliverables
- Customer Journey & Transformation Enablement: Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals. Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs. Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities. Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
- Program Management & Transformation Execution: Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations. Track milestones, manage dependencies, and ensure timely delivery of key initiatives. Prepare and deliver regular updates, insights, and recommendations to the COO leadership team. Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
- Documentation & Content Transformation (Clarity at Scale): Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies. Support the design of future state documentation strategies, workflows, governance models, and standards. Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials. Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
- Operational Excellence & Knowledge Management: Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams. Establish and document repeatable processes to improve efficiency and reduce operational friction. Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content. Ensure transformation artefacts are well organised, current, and easily accessible.
Required Skills & Experience
- Proven experience in program management, transformation, operations, or consulting roles.
- Proven ability to manage cross-functional initiatives in complex, matrixed environments.
- Strong organisational and execution skills with attention to detail and follow-through.
- Experience working closely with Product and Technology teams.
- Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders.
- Ability to operate effectively in ambiguous and fast-moving environments.
Preferred Experience
- Experience in financial services, lending, or fintech environments.
- Exposure to customer journey mapping, service design, or UX-related initiatives.
- Familiarity with documentation strategy, knowledge management, or content transformation.
- Experience supporting large-scale platform migrations or modernisation programs.
Key Competencies
- Execution Excellence: Drives structure, accountability, and delivery outcomes.
- Cross-functional Influence: Builds strong relationships across COO, CTO, and CPO organisations.
- Strategic Thinking: Connects day-to-day execution with broader transformation goals.
- Customer-Centric Mindset: Champions customer readiness and experience throughout the transformation lifecycle.
- Adaptability: Thrives in a dynamic environment with evolving priorities.
Benefits
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
- Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
- Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.
- Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
- Inclusion: Get involved in our inclusion communities, open to everyone who wants to participate and contribute.
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
Specific benefits may vary by location.
Customer Journey Transformation Program Manager in London employer: Finastra
Finastra is an exceptional employer that champions innovation and collaboration in the financial technology sector. With a strong focus on employee growth, we offer extensive training and development opportunities, alongside a flexible work culture that supports hybrid or remote arrangements. Join us to be part of a dynamic team that values your expertise and empowers you to make a meaningful impact in transforming core banking solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Transformation Program Manager in London
✨Tap into Campus Networks
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
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Don’t shy away from reaching out directly to firms like Finastra. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Journey Transformation Program Manager in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Finastra.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Finastra's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Finastra
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Finastra.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Finastra will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Finastra employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
