Customer Journey Manager (FX E-Trading team) in London

Location: London

Salary: Competitive, will be discussed at interview stage

Hours: Full time

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.

Application Window: End Date Friday 05 June 2026

Play a key role in our FX E‐Trading growth by shaping end‐to‐end trading journeys, using your front office experience, FX expertise and data insight to deliver meaningful improvements for clients.

What you'll be doing

• Independently understand the end‐to‐end journey for our FX products and their delivery to customers via external trading venues.
• Challenge current thinking, bring an external perspective, and actively shape the evolution of our eFX offering.
• Direct the team's work toward customer outcomes, using data and experience to identify customer needs and working with Product and Engineering to shape, prioritise, and deliver journey improvements.
• Integrate insights and knowledge from disparate data, processes, and systems relevant to the customer journey.
• Work with limited direct supervision and lead on journey and process maps (e.g., Visio).
• Continuously assess and improve the journey from both customer and business perspectives.
• Coordinate cross‐functional alignment on journeys and understand cross‐functional context to build alignment as needed.

What we're looking for

• Experience working with FX e‐trading platforms such as SmartTrade, Barracuda, Murex, or similar systems.
• Good understanding of FX products and derivatives, including how trades are priced, executed, and managed through the lifecycle.
• Experience working across business and engineering teams to define and improve end‐to‐end customer or colleague journeys.
• Background in a front‐office environment, working with Sales, Trading or Algo teams, and engaging with partners such as trading venues, Product Control, Compliance or Audit.
• Ability to utilise data to understand customer journeys and identify where improvements can be made; experience using data tools or AI is helpful.
• Understanding of working in a regulated Markets environment, with awareness of risk, control, and conduct requirements.
• Comfortable working with a range of partners and building alignment to deliver better customer outcomes.
• Ability to break down complex processes and represent them clearly through journey or process maps.

Equality and Diversity

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply. Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop. 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. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‐term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Benefits

• 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
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies