Customer Journey Manager (Fintech)

TL;DR

Customer Journey Manager (Fintech): Designing and improving internal colleague experiences by connecting user insight, service design, and delivery with an accent on the Voice of the Customer. Focus on conducting direct research, facilitating co-creation workshops, and measuring experience effectiveness through KPIs.

Location: Hybrid in Leeds, UK

Salary: £40,824 - £45,360

Company

A leading UK banking group transforming its digital infrastructure and customer experience for 28 million customers.

What you will do

• Champion the Voice of the Customer, integrating colleague feedback and lived experience into change initiatives.
• Conduct direct research with internal colleagues to understand their needs, frustrations, and aspirations.
• Facilitate co-creation workshops with stakeholders to design and improve meaningful journeys.
• Coordinate cross-functional alignment and delivery planning with Product Owners and Engineers.
• Influence product and design decisions to ensure they are grounded in insight and deliver real value.
• Track KPIs and measure experience effectiveness to identify opportunities for innovation.

Requirements

• 2+ years’ experience in customer experience, service design, product, or change management.
• Strong analytical skills and the ability to interpret user data and insight.
• Familiarity with human-centered design and agile ways of working.
• Excellent communication and stakeholder engagement skills.
• Must be based in the UK to support the hybrid working model in Leeds.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 28 days’ holiday plus bank holidays.
• Hybrid working options to support work-life balance.
• Comprehensive wellbeing initiatives and generous parental leave policies.