Lead Customer Journey Manager

Lead Customer Journey Manager — London

Salary: £92,701 - £109,060

Our work style is hybrid, with at least two days per week in the London office. This role is part of a major transformation programme to shape lending journeys for Business & Commercial Banking.

• Shape how lending journeys work at scale by designing end‑to‑end colleague journeys that enable the fastest, simplest and most effective customer outcomes.

• Lead and develop a team of journey specialists, accountable for delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment.

• Translate customer outcomes into intuitive workflows and journeys, enabling Relationship Managers, Credit teams and operational colleagues to deliver consistently high‑quality results.

• Work closely with Product Owners, Engineers and cross‑functional teams to bring journey vision to life, balancing experience, risk and technical constraints and driving delivery to outcomes.

• Operate across a complex lending environment, align various systems and partners, and continuously improve performance using data and insight.

• 5+ years’ experience delivering end‑to‑end customer or colleague journeys in complex, multi‑stakeholder environments, including large‑scale transformation.
• Confirmed experience leading and developing teams, driving performance and delivering through others.
• Experience in customer journey mapping, including applying “jobs to be done” methodologies to shape design decisions.
• Strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement.
• Excellent stakeholder management and influencing skills, with experience engaging senior stakeholders across business, risk and technology.
• Experience aligning journey design across multiple platforms and systems, acting as the single point of accountability across teams.

In addition, we value:

• Understanding of commercial lending, credit processes and associated risk, governance and fulfilment activities.
• Experience of customer journey delivery within technology platforms, with knowledge of engineering practices.

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping and 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

We offer reasonable workplace adjustments for colleagues with disabilities, and as a Disability Confident Leader we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health or neurodivergent condition.