CIB Customer Journey Manager - Client Relationship Transformation
Core
Design and orchestrate AI-enabled client relationship journeys for Corporate & Institutional Bank, replacing fragmented systems with a unified Client Relationship Spine.
Role type
Senior Customer Journey Manager (Transformation & AI)
Builds
End-to-end client and colleague journeys for CIB using AI, Digital Twin, and agent-based interfaces.
Domain
Banking (Corporate & Institutional) + AI/GenAI + Customer Experience
Deliverable
product features
Required skills
Customer journey management, process mapping, AI/GenAI product design, stakeholder orchestration, data insight integration, change management, team leadership
Preferred skills
Corporate banking domain expertise, Agile product operating model, complex regulatory environment experience
Technologies
Figma, AI tools, GenAI agents
Responsibilities
Map end-to-end customer and colleague journeys; analyze themes from disparate data sources to identify issues; coordinate cross-functional alignment between Product, Design, and Engineering; coach and manage a team of Customer Journey Managers; implement improvements to existing practices within the transformation program.
Seniority
Senior, hands-on IC with line management responsibilities
