Customer Journey Manager

TL;DR

Customer Journey Manager (Fintech): Analyzing and optimizing end-to-end user experiences for new banking propositions with an accent on data-driven insights and cross-functional alignment. Focus on mapping complex customer journeys, improving process efficiency, and driving continuous product discovery within a large-scale financial environment.

Location: Must be based in or able to work from Leeds or Bristol (Hybrid)

Salary: £61,344 – £68,160

Company

A major UK banking institution committed to transforming financial services through innovation, inclusivity, and sustainable growth.

What you will do

• Manage and map end-to-end customer journeys using tools like Figma and Visio.
• Integrate disparate data, processes, and systems to identify optimization opportunities.
• Coordinate across functional teams to ensure alignment on customer-centric goals.
• Drive discovery initiatives for new product propositions and maintain a healthy backlog.
• Evaluate journey effectiveness from both customer and business perspectives.

Requirements

• Proven experience in journey mapping and process documentation.
• Strong ability to derive actionable insights from complex data sets.
• Proficiency in customer-centric design principles and outcome-focused solutioning.
• Advanced critical thinking skills with a systematic approach to problem-solving.
• Ability to work effectively in a hybrid environment based in Leeds or Bristol.

Culture & Benefits

• Commitment to inclusive work environments and diverse representation.
• Support for flexible working arrangements, including hybrid and job-share options.
• Dedicated health and wellness initiatives, including menopause support and Working with Cancer programs.
• Disability Confident employer with provisions for reasonable adjustments.