Customer Journey Manager E in City of London

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Location: London

Contract Type: 12 months - possibility for extension

Role Overview

We are seeking an experienced Customer Journey Manager (CJM) to join the Sales & Trading Lab. This role plays a critical part in product development, working closely with Product Owners and Engineering teams to understand, measure, and optimise end-to-end customer journeys, with a strong emphasis on technology-enabled solutions.

The CJM will translate customer insights into prioritised product decisions, ensuring customer outcomes remain central to roadmap planning and design choices. This role requires deep financial markets expertise and the ability to clearly articulate business and technology changes that enhance customer experience.

Key Responsibilities

• Analyse customer and business data from multiple sources to identify themes, trends, and impacts.
• Integrate insights across data, processes, and systems to build a holistic view of the customer journey.
• Collaborate with Product Owners and Engineering teams to prioritise backlogs and roadmaps with customer outcomes at the core.
• Champion customer-centric thinking within feature teams and ensure delivery aligns to intended outcomes.
• Translate customer input into targeted, integrated, outcome-focused solutions and opportunities.
• Anticipate evolving customer needs and define, plan, and implement effective solutions.
• Identify root causes of customer issues and drive structured problem-solving across feature teams.
• Coordinate cross-functional alignment and contribute to wider organisational change initiatives.
• Drive continuous improvement of customer journeys through experimentation and learning.
• Balance short-term fixes with longer-term strategic improvements.
• Identify gaps in existing processes and recommend and implement enhancements.
• Communicate effectively with diverse stakeholder groups, adapting style and messaging as required.
• Ensure customer needs are met within the context of large-scale change programmes.
• Provide mentoring and upskilling support to junior colleagues.

Skills & Experience Required

Business & Domain Knowledge

• Strong knowledge of financial markets products, including Rates, FX, Credit, and Money Markets.
• Detailed understanding of the trade lifecycle, clearing, and settlement of US Treasuries and USD Repo.
• Knowledge of front-to-back office control environments, governance, and audit processes.
• Deep understanding of customer groups across Front Office, Market Risk, Product Control, and Quantitative Research.

Delivery & Ways of Working

• Experience working in Agile environments alongside Product Owners and Engineering teams.
• Ability to manage multiple workstreams independently and make prioritisation decisions in dynamic environments.
• Strong stakeholder management skills with the ability to build relationships across business and technology teams.
• Solid understanding of the software development lifecycle, including testing and production release processes.
• Familiarity with organisational change, risk, and governance frameworks.

Technical & Analytical Skills

• Strong analytical mindset with a continuous improvement approach to problem-solving.
• Experience navigating pricing stacks and downstream reporting and risk systems.
• Detailed knowledge of trade flow and risk management systems.
• Experience with platforms such as Apex, Summit, or Murex (desirable).
• Strong knowledge of repo and bond products.
• Awareness of regulatory reform impacting FICC markets.
• Proficient in Excel, JIRA, and data visualisation tools.

Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.