Manager – Customer Journey Governance & Assurance, Unsecured Finance

Manager – Customer Journey Governance & Assurance, Unsecured Finance

• Review journey blueprints and ensure they align with lifecycle triggers and segment propositions.
• Validate business, digital, and operational readiness before rollout.
• Identify and document friction areas, escalation paths, and dependency gaps.
• Collaborate with lifecycle and campaign teams to ensure communications and triggers are aligned.
• Partner with Complaints and VOC teams to assess whether issues align with known journey pain points.
• Support service teams in scripting and training for new or revised journeys.
• Facilitate governance reviews and post-launch audits for performance validation.
• Provide structured feedback to business and digital units for continuous improvement.
• Maintain a central record of validated and approved journeys.
• Ensure compliance with internal controls and service-delivery standards.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

• Degree in Business, Marketing, or Operations.

• 4 – 6 years’ experience in unsecured lending or cards operations, CX governance, or process-improvement.

Mid-Senior level

Full-time

Consulting

Banking