Customer Journey Manager

Position: Customer Journey Manager (12 Fixed Term Contract)
Location: Greater London

Customer Journey Manager (12 Fixed Term Contract)
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Do you accept our cookie policy?#Customer Journey Manager (12 Fixed Term Contract) page is loaded## Customer Journey Manager (12 Fixed Term Contract)
Apply locations:
London time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 31, 2026 (13 days left to apply) job requisition :
155899
** End Date
** Thursday 30 July 2026
** Salary Range**£72,702 - £80,780
** We support flexible working –  for more information on flexible working options
**** Flexible Working Options
** Hybrid Working, Job Share
** Job Description Summary**.
** Job Description
***
* JOB TITLE:

** Customer Journey Manager – (12m Fixed Term Contract).
** SALARY:**£72,700pa to £88,850pa plus an extensive benefits package.
*
* LOCATION:

** London.
*
* HOURS:

** Full-time.
** WORKING PATTERN**:
Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
** What you’ll be doing
** The Customer Journey Manager (CJM) plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
** Why join us?
** We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
** What you’ll be doing:
** This is your opportunity to shape how lending journeys work at scale by making them faster, simpler and more effective for both colleagues and customers as part of a major transformation programme.

As a Customer Journey Manager, you’ll play a critical role in delivering lending and credit transformation across Business & Commercial Banking. You’ll be accountable for shaping and delivering end-to-end journeys that enable the fastest, simplest and most effective customer outcomes.

You’ll contribute to the ownership of end-to-end journeys, designing and delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment.

Working closely with Product Owners, Engineers and cross-functional teams, you’ll bring journey vision to life. Balancing experience, risk and technical constraints while driving delivery through to outcomes. Operating across a complex lending environment, you’ll align various systems and partners, using data and insight to continuously improve performance
** What we’re looking for?
*** Background in customer and market research & analysis capabilities to transform end to end customer experience from a data driven mindset.
* 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation.
* 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 stakeholders across business, risk and technology.
* Experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams.
** And any experience of these would be great
*** Understanding of commercial…