Lead Customer Journey Manager

What you’ll be doing As a Customer Journey Manager, you'll play a key role in crafting outstanding experiences for our customers and colleagues. You will work closely with Product Owners and cross-functional teams. Using data, insights, and advanced business analysis techniques, you will understand journey performance, find opportunities to improve, and turn your findings into meaningful results.

Working within our Commercial Banking division, you'll help shape and optimise customer journeys that support the evolving needs of business and corporate customers. Ensure customer needs remain central to decision-making by using both qualitative and quantitative insights to inform journey development, prioritisation, and product development.

Collaborating with Product, Experience Design, Engineering, and operational teams, help build seamless end-to-end experiences that work flawlessly across functional boundaries. Additionally, you'll support continuous improvement by defining problems, evaluating options, and crafting recommendations that improve customer outcomes, colleague experiences, and business performance.

Your work will ensure that processes, systems, and technology solutions deliver the intended experiences. What we’re looking for? Data Analysis & Customer Insight – Minimum of 2 years analysing and interpreting data from various sources. These include transactional, behavioural, demographic, and operational data to produce valuable insights.

This supports business decisions centred on the customer. Analytical Problem Solving – Experience using structured approaches such as process mapping, root cause analysis, and problem solving based on hypotheses to find opportunities and develop practical solutions. Elicitation & Business Analysis – Experience gathering, documenting and refining business requirements through engagement with stakeholders, translating customer, colleague and business needs into clear recommendations and actionable outcomes.

Stakeholder Collaboration & Communication – Ability to build trusted relationships, influence collaborators, and drive alignment across teams through effective communication and engagement. Customer-Centred Thinking – Experience using customer and colleague insight to support improvements in products, processes, or services.

A growth mindset, curiosity, and enthusiasm for improving customer outcomes are key. For more details and to apply contact [email protected]