Customer Journey Manager
Core
Lead the Fids, Funds and Corporate Feature Team to maintain and evolve the digital platform, acting as the voice of the customer to improve end-to-end customer experiences.
Role type
Customer Journey Manager (Senior IC)
Builds
Technology-enabled solutions for customer journeys, processes, and systems within the banking estate.
Domain
Financial Services / Digital Banking / Customer Experience
Deliverable
product features
Required skills
Customer journey mapping, process analysis, requirements gathering, stakeholder engagement, data analysis, change delivery, system understanding
Preferred skills
Knowledge management, solution design support, continuous improvement methodologies
Technologies
Business systems, data sources, knowledge management systems, reporting tools
Responsibilities
Produce and maintain customer journey maps and process documentation; analyze customer, process, and system data to identify improvement opportunities; collaborate with Product, Engineering, and Operations teams to ensure technical requirements align with customer needs; support testing, implementation, and change activities; respond to stakeholder queries on journey-related matters.
Seniority
Mid-Senior, hands-on IC