Customer Journey Manager (FX E-Trading)

TL;DR

Customer Journey Manager (FX E-Trading): Shaping the next phase of eFX growth strategy by defining and delivering improvements across the electronic trading stack with an accent on FX trading workflows and client needs. Focus on orchestrating end-to-end customer journeys, utilizing data to identify improvements, and collaborating with Product and Engineering teams to deliver high-impact outcomes.

Location: London (Hybrid: minimum 40% in office)

Salary: £72,702 - £80,780

Company

A major financial institution dedicated to building the future of finance through innovation and digital transformation.

What you will do

• Understand and map end-to-end customer journeys for FX products across external trading venues.
• Collaborate with Product and Engineering teams to prioritize and deliver journey improvements.
• Integrate insights from disparate data, processes, and systems to inform strategy.
• Lead the creation of detailed customer journey and process maps.
• Challenge current thinking and actively shape the evolution of the eFX offering.
• Coordinate cross-functional alignment to ensure consistent customer outcomes.

Requirements

• Experience working with FX e-trading platforms such as SmartTrade, Barracuda, or Murex.
• Strong understanding of FX products, derivatives, and trade lifecycle management.
• Background in a front office environment engaging with Sales, Trading, or Algo teams.
• Ability to utilize data to identify journey improvements and process inefficiencies.
• Understanding of regulated Markets environments, including risk, control, and conduct requirements.
• Must be based in or able to work from the London office (Hybrid).

Nice to have

• Experience using data tools or AI to enhance customer journey analysis.
• Previous experience in Product Owner or similar product development roles.

Culture & Benefits

• Hybrid working model with flexibility in office attendance.
• Commitment to reasonable workplace adjustments for colleagues with disabilities.
• Disability Confident Leader status with guaranteed interview schemes.
• Opportunities for career growth and professional development in a large-scale financial environment.