Customer Journey Manager, Financial Health & Support London, England
Job description
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Join us as a Customer Journey Manager
- This is an opportunity to bring a purpose-led focus to your work as you join us in Financial Health & Support, supporting customers in financial difficulty
- You’ll lead your team to deliver brilliant customer outcomes by making sure our customer journeys are easy, intuitive and digitally lead
- It's an opportunity to explore your leadership potential and work with some of the greatest talent our industry has to offer to deliver a banking experience like no other
What you'll do
Our teams have shown what we can achieve by embracing agile working and ‘one bank’ thinking. And by breaking down the silos that exist in our organisation today, creating synergies and championing re-use, we’re delivering brilliant outcomes that keep pace with the evolving needs of our customers.
So as our Customer Journey Manager, you’ll embrace this opportunity to bring our people together to co-design wonderful experiences for our customers in an environment that champions Agile methodologies, innovative thinking, and new and creative ways of working.
Championing a digital-first approach throughout, you’ll lead and inspire your team to deliver customer journeys that cut across organisational boundaries, showing the bigger picture of our service as our customers experience it, and bringing together all the skills and expertise required to transform it.
Day-to-day, you’ll be:
- Using customer insights, and market analysis and our rich customer data to understand how you can develop journeys that deliver good customer outcomes to those in financial difficulty
- Harnessing these insights to craft a vision, roadmap and strategy for your customer journey
- Leading your team of journey developers to execute your strategy focusing heavily on collaborating with your stakeholders and colleagues across the bank to prioritise and deliver the journey backlog
- Owning, monitoring and measuring the end-to-end customer proposition, experience and performance of your customer journey
- Ensuring risk is appropriately managed, including building strong relationships with key regulators
The skills you'll need
As the voice of the customer, your ability to look beyond your own experiences and design a customer journey that’s truly inclusive for everyone will be key. That’s why we’re looking for someone with broad experience gained in the financial industry and a regulated environment, along with experience delivering innovative solutions driven by the needs of the customer.
You’ll also be passionate about helping others to reach their potential, and you’ll understand the importance of building the capabilities of our people so our customers journeys can thrive too.
You’ll also need:
- Experience of collections and recoveries in the financial services sector
- Experience of delivering transformative digital and customer solutions
- The ability to influence, engage with and develop relationships with bank executives, regulators and key industry stakeholders
- Great leadership and people management skills with adoption of Agile methodologies and a focus on collaboration and relationship building
- Sound judgment and decision making abilities
If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.
