Customer Journey Manager in Bristol

Key responsibilities

• Develop and maintain a detailed understanding of end-to-end lending journeys for customers and colleagues, including key products, processes, controls and hand-offs.

• Lead customer journey and process mapping, using tools such as Visio, Figma or equivalent to clearly represent workflows, pain points, dependencies and controls.

• Bring together insight from customer feedback, operational experience, research, data, processes and systems to identify opportunities for improvement.

• Analyse qualitative and quantitative information to identify themes, trends, emerging needs, root causes, impacts and barriers.

• Assess journey effectiveness from customer, colleague and business perspectives and use evidence to inform prioritisation and design decisions.

• Identify opportunities to simplify processes, remove duplication and hand-offs, improve customer and colleague experience and increase automation.

• Work with Product Owners, Experience Designers, Engineers, Risk, Credit, Operations and other stakeholders to translate requirements and desired customer outcomes into practical solutions.

• Support the assessment and development of product, service and technology proposals, balancing customer outcomes, commercial value, risk, governance and technical considerations.

• Drive cross-functional alignment, clearly communicating trade-offs, dependencies and decisions.

• Deliver assigned projects or workstreams using established change, data and knowledge-management approaches.

• Produce clear journey maps, recommendations, decision papers and stakeholder updates.

• Support the development of practical and appropriately controlled AI-enabled capabilities where these can improve lending journeys and colleague experiences.

Essential experience and skills

Suppliers should prioritise candidates who can demonstrate:

• Strong experience in Customer Journey Management, Service Design, Experience Design, Change or Delivery within a complex organisation.

• Proven experience improving end-to-end customer or colleague journeys through multidisciplinary teams and transformation programmes.

• Strong understanding of Corporate & Institutional Banking, commercial lending, credit processes or wider financial services.

• Knowledge of lending processes such as origination, credit assessment, risk, governance, decisioning, documentation and fulfilment.

Customer Journey Manager | Grade E | Lending & Credit Transformation

• Strong journey and process-mapping capability using Visio, Figma or similar tools.

• Ability to bring together insight from multiple data sources, systems and processes and translate this into clear priorities and practical design decisions.

• Strong data literacy, including using measures, analytics and customer insight to evaluate journey effectiveness and identify improvements.

• Excellent stakeholder management, facilitation and influencing skills, particularly across complex cross functional environments.

• Experience working with Product Owners, Engineers, Experience Designers and business teams within Agile or product-led delivery environments.

• Ability to work independently, manage competing priorities and take a pragmatic, commercially aware and customer-focused approach.

Desirable experience

It would be particularly beneficial for candidates to have:

• Direct experience of Corporate or Institutional Banking lending transformation.

• Experience operating within complex credit, risk or regulatory environments.

• Experience delivering customer or colleague journeys through technology platforms.

• Experience identifying opportunities for process automation and/or AI-enabled capabilities.