Customer Journey Manager (12 Fixed Term Contract) in London

SALARY: £72,700pa to £88,850pa plus an extensive benefits package.

LOCATION: London.

HOURS: Full-time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

What you'll be doing

The Customer Journey Manager (CJM) plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end‑to‑end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme.

As a Customer Journey Manager, you'll play a critical role in delivering lending and credit transformation across Business & Commercial Banking. You'll be accountable for shaping and delivering end‑to‑end journeys that enable the fastest, simplest and most effective customer outcomes. You'll contribute to the ownership of end‑to‑end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment.

Working closely with Product Owners, Engineers and cross‑functional teams, you'll bring journey vision to life, balancing experience, risk and technical constraints while driving delivery through to outcomes. Operating across a complex lending environment, you'll align various systems and partners, using data and insight to continuously improve performance.

What we're looking for

• Background in customer and market research & analysis capabilities to transform end‑to‑end customer experience from a data‑driven mindset.
• 5+ years' experience delivering end‑to‑end customer or colleague journeys in complex, multi‑stakeholder environments, including large‑scale transformation.
• Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions.
• Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement.
• Excellent stakeholder management and influencing skills, with experience engaging stakeholders across business, risk and technology.
• Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams.

And any experience of these would be great

• Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities.
• Experience of customer journey delivery within technology platforms, including supporting engineering practices.
• Experience of designing and mapping customer journeys.
• Data‑led decision making.
• Technical expertise relevant to the role.
• Customer and market research & analysis capabilities.
• Creativity.

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.

This is a place for you

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.