Customer Journey Transformation Program Manager
Core
Orchestrates cross-functional modernization and migration journeys for the Lending business unit, ensuring customer readiness and operational alignment for platform upgrades.
Role type
Senior Program Manager (Transformation & Operations)
Builds
Modernized customer journey frameworks, playbooks, documentation strategies, and governance structures for the Lending platform.
Domain
Financial Services / Fintech / Lending
Deliverable
product features
Required skills
Program management, cross-functional initiative leadership, complex matrix environment navigation, stakeholder management, strategic planning, operational excellence, documentation strategy, knowledge management, change management
Preferred skills
Financial services/lending/fintech domain expertise, customer journey mapping, service design, UX initiatives, large-scale platform migration experience
Technologies
None stated
Responsibilities
Partner with Product and Technology teams to redesign end-to-end customer journeys; coordinate cross-functional activities across COO, CPO, CRO, and CTO; track milestones and manage dependencies for transformation initiatives; assess and redesign customer-facing documentation and content strategies; build and maintain playbooks, repositories, and taxonomies for operational consistency.
Seniority
Senior, hands-on IC
