Lead Customer Journey Manager (Fintech)

TL;DR

Lead Customer Journey Manager (Fintech): Shaping and delivering end-to-end lending journeys for Business & Commercial Banking with an accent on reducing complexity and increasing automation. Focus on designing intuitive workflows, leading a team of journey specialists, and aligning various systems to improve speed to decision and fulfilment.

Location: Hybrid (London). Must spend at least two days per week (40% of time) at the London office.

Salary: £92,701 - £109,060

Company

One of the UK's leading financial institutions transforming the future of banking for business and commercial clients.

What you will do

• Lead and develop a team of journey specialists to deliver optimized end-to-end colleague and customer experiences.
• Design and implement lending journeys that reduce complexity and increase automation to accelerate decision-making.
• Translate customer outcomes into intuitive workflows for Relationship Managers, Credit teams, and operational staff.
• Collaborate with Product Owners and Engineers to align journey vision with technical constraints and risk requirements.
• Utilize data and insights to continuously monitor and improve performance across the lending environment.

Requirements

• 5+ years of experience delivering end-to-end customer or colleague journeys in complex, large-scale transformation environments.
• Proven track record of leading and developing teams and driving performance through others.
• Expertise in customer journey mapping, including the application of "jobs to be done" methodologies.
• Strong data literacy with the ability to use analytics and metrics to inform design decisions.
• Exceptional stakeholder management skills for engaging senior leadership across business, risk, and technology sectors.

Nice to have

• Knowledge of commercial lending, credit processes, risk governance, and fulfilment activities.
• Experience delivering journeys within technology platforms and familiarity with engineering practices.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus and access to share schemes.
• 30 days of annual leave plus bank holidays.
• Inclusive work environment with dedicated support for diversity, equity, and disability (Disability Confident Leader).
• Comprehensive wellbeing initiatives and generous parental leave policies.