Senior Customer Journey Manager

End date Monday 23 February 2026

Salary range £78,098 - £91,880

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Agile Working Options Job Share;
Hybrid Working

Job description

JOB TITLE: Senior Customer Journey Manager

SALARY: £76,194 - £89,640

LOCATION: Edinburgh

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our office site listed above.

In the Economic Crime Prevention (ECP) Platform, our mission is to reduce harm to our communities by enhancing the Group's capability to prevent, detect and respond to economic crime. The Platform sits within Consumer Relationships and plays a critical role in providing services across the whole Group.

We’re looking for a Senior Customer Journey Manager (CJM) to join the team and play a crucial role in product development. The CJM is responsible for understanding and optimising the end-to-end customer experience to ensure the needs of the customer remain at the forefront of all journeys. You’ll be responsible for the strategic continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

• Confidently understanding the end-to-end customer journeys and lead the delivery of quality Customer Journey and process maps
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Continually evaluate the effectiveness of the journey from a customer and business perspective using data-led insights
• Display a continuous improvement approach to your journeys
• Coordinate cross functional alignment on journeys
• Lead a team of CJMs to deliver brilliant customer experiences – both line managing directly and coaching

• Strategic mindset
  , with the ability to set the direction for customer journey optimisation and align it to wider organisational goals, ensuring decisions consistently place the customer at the centre of the journey.
• Expertise in journey mapping
  , including identifying customer actions, touchpoints, emotions, pain points, and opportunities for improvement.
• Strong analytical capability
  , using customer and colleague insight to identify opportunities, shape decisions, and drive continuous improvement.
• Excellent collaboration skills
  , working effectively with Product, Engineering, Experience Design and other teams to deliver seamless, end‑to‑end customer journeys.
• Good understanding of products, platforms and technology
  , and how they enable or impact customer experiences.
• Influential communicator
  , able to engage senior stakeholders, build consensus, and articulate complex journey challenges in a clear and compelling way.
• Experience working in agile or product‑centred delivery environments
  , comfortable prioritising, sequencing work, and supporting teams to deliver against strategic outcomes.
• Leadership and coaching strengths
  , with the ability to mentor other Customer Journey Managers and champion customer‑centric thinking across the organisation.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. 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 through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• 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
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch.
We’d love to hear from you!