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- Tasks: Lead the redesign of customer journeys and drive impactful improvements.
- Company: Top-tier Financial Services firm with a focus on transformation.
- Benefits: Competitive salary, career growth, and high visibility with senior leadership.
- Other info: Join a new team dedicated to driving high-priority initiatives.
- Why this job: Shape customer experiences and influence change at a large scale.
- Qualifications: Experience in customer journeys, transformation, and management consulting.
The predicted salary is between 70000 - 90000 £ per year.
My client, a leading Financial Services organisation is hiring a Customer Journeys Strategy Lead to own the redesign and delivery of improvements across key customer journeys within the firm. This is a newly created role within a new team, established to drive a high-priority transformation agenda across the entire firm. With strong sponsorship from senior leadership, including executive-level stakeholders, the role offers significant visibility and the opportunity to shape critical customer journeys at scale.
This role sits at the intersection of strategy, customer experience, and transformation and we are ideally looking for someone from a management consulting and transformation background who can move from problem diagnosis to real delivery.
What you’ll do:
- Own end-to-end customer journey design and optimisation
- Identify pain points using data, insights, and frontline feedback
- Design and deliver journey improvements with measurable impact
- Work cross-functionally with Operations, Product, Tech, and Risk
- Influence senior stakeholders with clear, data-driven recommendations
What we’re looking for:
- Experience in customer journeys, transformation and process improvement
- Background in management consulting and/or FinTech environments – ideally banking exposure as there is a need to understand how a regulated environment works
- Confident working with senior stakeholders across different areas of a business
Please reach out if you’d like to learn more or refer someone in your network if they might be interested. This role will play a key role in shaping how customers experience the bank, being at the centre of firm wide change.
Customer Journeys Strategy Lead - TWE45338 employer: twentyAI
Contact Detail:
twentyAI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journeys Strategy Lead - TWE45338
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in financial services or have experience in customer journeys. A friendly chat can lead to valuable insights and even job referrals.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. Be ready to share specific examples of how you've improved customer journeys or driven transformation in previous roles. We want to hear about your impact!
✨Tip Number 3
Showcase your data-driven mindset! When discussing your experience, highlight how you've used data and insights to identify pain points and deliver measurable improvements. This will resonate well with potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Journeys Strategy Lead - TWE45338
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Journeys Strategy Lead. Highlight your experience in customer journey design and transformation, especially if you've worked in management consulting or FinTech. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer journeys and how your skills can help us drive transformation. Be sure to mention any relevant projects or achievements that demonstrate your impact.
Showcase Data-Driven Insights: Since this role involves influencing senior stakeholders with data-driven recommendations, make sure to include examples of how you've used data to identify pain points and deliver measurable improvements in previous roles. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at twentyAI
✨Know Your Customer Journeys
Before the interview, dive deep into understanding customer journeys, especially in the financial services sector. Familiarise yourself with common pain points and successful strategies used in transformation projects. This will help you speak confidently about how you can contribute to redesigning and optimising these journeys.
✨Showcase Your Data Skills
Since the role involves using data to identify pain points, be prepared to discuss your experience with data analysis. Bring examples of how you've used data-driven insights to influence decisions or improve processes in previous roles. This will demonstrate your ability to make clear, impactful recommendations.
✨Engage with Stakeholders
Highlight your experience working with senior stakeholders. Prepare to share specific instances where you successfully influenced decision-making or drove change. This will show that you understand the importance of cross-functional collaboration and can navigate complex organisational structures.
✨Emphasise Transformation Experience
Given the focus on transformation, be ready to discuss your background in management consulting or FinTech environments. Share stories that illustrate your problem-solving skills and your ability to move from diagnosis to delivery. This will position you as a strong candidate who can lead significant changes within the firm.