At a Glance
- Tasks: Redesign customer journeys and optimise experiences for a global financial services provider.
- Company: Join Finastra, a leader in financial services software with a global reach.
- Benefits: Enjoy flexible vacation, hybrid work, wellness initiatives, and comprehensive insurance.
- Other info: Dynamic environment with opportunities for career growth and employee recognition.
- Why this job: Make a real impact on customer experiences while driving transformation in fintech.
- Qualifications: Experience in program management and strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Overview
Finastra is a global financial services software provider powering solutions across Lending, Payments and Universal Banking, with customers in more than 110 countries.
Responsibilities & Deliverables
- Customer Journey & Transformation: Partner with Product and Technology to redesign and optimise end-to-end customer journeys aligned with modernisation goals.
Contribute to rewriting and enhancing the modernised journey to align with future state product capabilities and customer needs.
Work with COOs services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities.
Develop modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
- Program Management & Transformation
Execution: Support execution of the COO-led transformation program by coordinating cross-functional activities across Product, Technology, Sales and Operations.
Track milestones, manage dependencies, and ensure timely delivery of key initiatives.
Prepare and deliver regular updates, insights, and recommendations to the COO leadership team.
Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
- Documentation & Content Transformation (Clarity at Scale): Assess current customer-facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies.
Design future state documentation strategies, workflows, governance models, and standards.
Drive the execution and usage of documentation improvements, including restructuring, content updates, and migration of materials.
Ensure materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
- Operational Excellence & Knowledge
Management: Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across Services and Support teams.
Establish repeatable processes to improve efficiency and reduce operational friction.
Provide Services, Success, and Support teams with high-quality, consistent narratives, product summaries, and customer-facing content.
Ensure transformation artefacts are well organized, current, and easily accessible.
Skills & Experience
- Required: Proven experience in program management, transformation, operations, or consulting roles.
Ability to manage cross-functional initiatives in complex, matrixed environments.
Strong organisational and execution skills with attention to detail and follow-through.
Experience working closely with Product and Technology teams.
Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders.
Ability to operate effectively in ambiguous and fast-moving environments.
- Preferred: Experience in financial services, lending, or fintech environments.
Exposure to customer journey mapping, service design, or UX-related initiatives.
Familiarity with documentation strategy, knowledge management, or content transformation.
Experience supporting large-scale platform migrations or modernisation programs.
- Key Competencies
- Execution Excellence: Drives structure, accountability, and delivery outcomes.
- Cross-functional Influence: Builds strong relationships across COO, CTO, and CPO organisations.
- Strategic Thinking: Connects day-to-day execution with broader transformation goals.
- Customer-Centric Mindset: Champions customer readiness and experience throughout the transformation lifecycle.
- Adaptability: Thrives in a dynamic environment with evolving priorities.
Benefits & Inclusion
- Flexible vacation policy and hybrid working arrangements; paid time off for voting, bereavement, and sick leave where applicable.
- Employee Assistance Program, wellbeing initiatives, and monthly events to support employee health and development.
- Medical, life and disability insurance, retirement plans, and other benefits; sustainability and volunteering time off and donation-matching programs where available.
- Inclusion through employee networks and ongoing opportunities for career development and recognition programs.
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Contact Details:
UK1 Finastra International Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Transformation Program Manager in London
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We think you need these skills to ace Customer Journey Transformation Program Manager in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to UK1 Finastra International Limited.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on UK1 Finastra International Limited's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at UK1 Finastra International Limited
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with UK1 Finastra International Limited.
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Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at UK1 Finastra International Limited will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former UK1 Finastra International Limited employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
