Lead Customer Journey Manager
Core
Lead the delivery and continuous improvement of end-to-end customer journeys, processes, and technology solutions within a banking estate, acting as a bridge between business and technology teams.
Role type
Senior IC Lead Customer Journey Manager
Builds
Scalable, efficient, and compliant customer journeys and technology-enabled solutions for digital services and products.
Domain
Financial Services / Banking / Customer Experience
Deliverable
product features
Required skills
Customer journey mapping, process analysis, requirements gathering, stakeholder engagement, data flow understanding, risk management, change management, analytical skills
Preferred skills
Technical knowledge of banking systems, experience in product delivery, leadership in CJM/business analysis community
Technologies
None explicitly stated
Responsibilities
Lead delivery and improvement of customer journeys using change and business analysis frameworks; Conduct research across customer, operational, and data sources to identify trends and opportunities; Identify inefficiencies and control weaknesses to drive improvements; Partner with engineering and design teams to ensure alignment of solutions with customer needs; Develop and maintain customer journey maps and process documentation; Evaluate feasibility and impact of new products and solutions; Manage journey-level risks and stakeholder alignment; Monitor journey performance using operational metrics and data insights.
Seniority
Senior, hands-on IC with leadership responsibilities