Customer Journey Manager (PCI DSS)

Location: London or Bristol, with hybrid attendance required at least two days per week or 40% of working time at an office site

Company

hirify.global is a major UK financial services organisation transforming its technology, workplaces, and customer services.

What you will do

• Own and continuously improve the end-to-end PCI DSS customer journey.
• Develop and maintain the PCI DSS proposition roadmap and customer journey strategy.
• Use customer feedback, data, and operational insight to identify pain points and prioritise improvements.
• Work with the Product Owner and feature team to create user stories, shape design decisions, and support product development.
• Coordinate Product, Operations, Technology, Risk, Compliance, scheme compliance, and third-party supplier activities.
• Act as a subject matter expert on PCI DSS requirements and associated card scheme mandates.

Requirements

• Working knowledge of PCI DSS version 4.0 and its requirements.
• Experience owning and improving complex end-to-end customer journeys.
• Experience maintaining product roadmaps and supporting end-to-end product development.
• Ability to interpret customer and performance data and turn insights into clear requirements and priorities.
• Experience applying agile practices and creating or refining user stories.
• Experience building consensus and managing competing priorities across technical, operational, risk, and business stakeholders.

Culture & Benefits

• Hybrid working with flexibility in office attendance and working patterns where reasonable adjustments apply.
• Pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 30 days of holiday plus bank holidays.
• Wellbeing initiatives, parental leave policies, and adaptable lifestyle benefits.
• Support for diversity, equity, inclusion, disability adjustments, and employee development.

Hiring process

• Reasonable adjustments are available throughout the recruitment process.
• Applicants meeting the minimum criteria may qualify for an interview through the Disability Confident Scheme.