Job Title:
Lead Customer Journey Manager
Salary:
£92,701 – £109,060
Location:
London
Hours:
Full-time
Working Pattern:
Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our London office. 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:
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.
What we’re looking for:
- 5+ years’ experience delivering end‑to‑end customer or colleague journeys in complex, multi‑stakeholder environments, including large‑scale transformation
- Confirmed experience leading and developing teams, driving performance and delivering through others
- 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 senior 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, with knowledge of engineering practices
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.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance‑related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
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