- 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 Lead Customer Journey Manager, you’ll play a critical role in shaping our customer and colleague experience as part of the lending and credit transformation across Business & Commercial Banking. You’ll lead and develop a team of journey specialists while being accountable for shaping and delivering end-to-end colleague journeys that enable the fastest, simplest and most effective customer outcomes
- You’ll own end-to-end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment. You’ll translate customer outcomes into intuitive workflows and journeys, enabling Relationship Managers, Credit teams and operational colleagues to deliver consistently high-quality results
- 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
Benefits
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our ‘Your Tomorrow’ scheme. You can decide how much you save and get a say in where your contributions are invested.
Requirements
- Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams
- Confirmed experience leading and developing teams, driving performance and delivering through others
- Excellent stakeholder management and influencing skills, with experience engaging senior stakeholders across business, risk and technology
- 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation
- Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement
- Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions
- Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities
- Experience of customer journey delivery within technology platforms, with knowledge of engineering practices
