Journey Developer Southend-on-Sea, 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 Journey Developer within Financial Health & Support
- If you have a passion to design, run and deliver the digital banking of the future, this could be the role for you
- You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
- This is your opportunity to support the delivery of all business performance and proposition activities, making sure our customer journey runs with true commercial focus
What you'll do
As a Journey Developer, you’ll support a prioritised journey backlog to improve the end-to-end customer journey, including identifying opportunities and providing your expertise. On top of this, you’ll be delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running seamlessly.
Day-to-day, you’ll be:
- Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
- Supporting the management of incidents effectively, and looking for opportunities to increase resilience within the customer journey
- Striving to deliver a world-class customer experience and placing the customer at the heart of all we do
- Supporting empowered decisions to deliver the prioritised digital journey backlog
- Enhancing the customer journey for customers in financial difficulty, with specific focus on debt advice and vulnerable situations
The skills you'll need
You’ll be a subject matter expert in product proposition and process design. Additionally, you’ll have knowledge of critical Agile capabilities and ways of working, as well as the ability to exercise change delivery, customer experience design, commercial management and analytics.
We’ll also expect:
- Experience of driving and delivering innovative ideas through Agile ways of working, looking at harnessing digital and technological advances that truly benefit our customers
- The ability to identify and envision what the future of digital banking could look like
- A talented communicator who can inspire and engage both customers and colleagues
- Knowledge of financial health and support, collections and recoveries management, and debt advice and support for vulnerable customers
- Experience supporting customers in vulnerable situations or enhancing journeys for customers where additional support is required
- Experience maintaining relationships at senior levels internally and externally
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.
