CIB Customer Journey Manager - Client Relationship Transformation (AI)

Location: Hybrid working in London or Bristol, United Kingdom

Salary: £92,701–£109,060 per year

Company

hirify.global is a major banking group focused on developing the future of finance.

What you will do

• Analyse end-to-end customer and colleague journeys using competitor insight and data from disparate processes and systems.
• Lead customer journey and process mapping, including mapping in Figma, to represent intended experiences accurately.
• Evaluate journey effectiveness from customer and business perspectives, identify emerging issues, and recommend improvements.
• Coordinate alignment across Product, Experience Design, Engineering, and other functions.
• Deliver projects or workstreams within change programmes and contribute to strategic planning.
• Coach, support, and manage the performance of Customer Journey Managers.

Requirements

• Strong knowledge of Corporate and Institutional Banking or wider financial services.
• Hands-on interest in AI and emerging technology, with the ability to translate AI capabilities into practical improvements.
• Experience designing journeys or experiences around AI/GenAI products, agents, or tooling.
• Experience in customer journey management, service or experience design, change, or delivery across multidisciplinary teams.
• Strong stakeholder management, orchestration, influencing, journey measurement, and process-mapping skills.
• Leadership experience, including coaching and performance management, plus experience with Agile, the Product Operating Model, and digital transformation.

Nice to have

• Experience applying journey and experience practices in Corporate or Institutional Banking, particularly in complex client, risk, or regulatory environments.

Culture & Benefits

• Hybrid working options are available.
• Job-share arrangements are supported.
• Permanent employment with opportunities to contribute to strategic transformation.