Customer Journey Manager (Fintech)

TL;DR

Customer Journey Manager (Fintech): Managing and optimizing end-to-end customer journeys within the Payments Lab platform with an accent on functional requirements, process controls, and high-volume digital banking experiences. Focus on bridging business intent with technical delivery, integrating data-driven insights, and improving journey effectiveness for millions of customers.

Location: Must be based in Bristol or able to work in a hybrid capacity (min 40% onsite)

Salary: £61,344 – £68,160 pa

Компания

hirify.global is a leading financial institution transforming digital banking experiences for over 20 million customers.

What you will do

• Own and shape end-to-end customer journeys by identifying opportunities to improve outcomes for both customers and the business.
• Develop and maintain high-quality journey documentation and process maps.
• Translate business and customer needs into clear, actionable functional requirements.
• Collaborate closely with product owners, engineers, and designers to ensure successful journey implementation.
• Use data-led insights to evaluate and drive continuous improvement of journey effectiveness.
• Investigate defects and resolve issues to minimize customer impact within regulated financial processes.

Requirements

• Around 5+ years of experience in end-to-end customer or process journey management.
• Strong analytical skills with the ability to integrate insights from diverse data sources and systems.
• Technical fluency to effectively bridge the gap between business requirements and engineering execution.
• Ability to work independently and manage cross-functional alignment in complex environments.
• Must be able to work on-site in Bristol at least 40% of the time.
• Continuous improvement mindset applied to high-volume or regulated environments.

Nice to have

• Experience in payments, customer data, or KYC/AML compliance.
• Proven background working within agile, product-led delivery teams.
• Exposure to large-scale digital platforms serving millions of users.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Performance-related annual bonus and share schemes.
• Flexible work arrangements including hybrid working and job share options.
• Commitment to an inclusive and diverse workplace with reasonable adjustments for disabilities.
• Comprehensive health and wellbeing support.