Customer Journey Transformation Program Manager

Location: City of Westminster

Who are we?

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

What will you contribute?

We are seeking a highly driven and adaptable Customer Journey Transformation Program Manager to support a critical modernisation initiative within the Lending business unit. This individual will operate at the intersection of the COO, Product (CPO), Sales (CRO) and Technology (CTO) organisations to ensure customers are prepared for upcoming platform upgrades and migration journeys.

This is a high impact, hands on role requiring a versatile operator who can bring structure to complex transformation efforts, and drives measurable execution. The role will play a pivotal part in enabling customer readiness, shaping future state journeys, and providing insight and guidance to the COO leadership team.

This role is central to the success of the Lending modernisation program. By ensuring our customers, and internal teams, are ready for the transformation journey, this role will directly impact adoption, customer satisfaction, and the long-term scalability of our platform.

Responsibilities & Deliverables:
1. Customer Journey & Transformation Enablement Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals.

Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs.

Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities.

Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
2. Program Management & Transformation Execution Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations.

Track milestones, manage dependencies, and ensure timely delivery of key initiatives.

Prepare and deliver regular updates, insights, and recommendations to the COO leadership team.

Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
3. Documentation & Content Transformation (Clarity at Scale)
Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies.

Support the design of future state documentation strategies, workflows, governance models, and standards.

Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials.

Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
4. Operational Excellence & Knowledge Management Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams.

Establish and document repeatable processes to improve efficiency and reduce operational friction.

Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content.

Ensure transformation artefacts are well organised, current, and easily accessible.

Skills & Experience:

Required Proven experience in program management, transformation, operations, or consulting roles.

Proven ability to manage cross-functional initiatives in complex, matrixed environments.

Strong organisational and execution skills with attention to detail and follow-through.

Experience working closely with Product and Technology teams.

Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders.

Ability to operate effectively in ambiguous and…