Customer Journey Manager (Fintech)

TL;DR

Customer Journey Manager (Fintech): Orchestrating and optimizing end-to-end lending journeys within a major transformation program with an accent on data-driven decision-making and cross-functional alignment. Focus on reducing complexity, increasing automation, and improving speed to decision for business and commercial banking customers.

Location: Must be based in London with a hybrid work style (at least 40% time in office).

Salary: £72,700–£88,850 per annum.

Company

A leading UK financial services group committed to transforming finance through technology and inclusive workplace practices.

What you will do

• Lead the continuous improvement and orchestration of end-to-end customer journeys across functional boundaries.
• Collaborate with Product Owners, Engineers, and stakeholders to translate customer insights into design choices.
• Drive lending and credit transformation by simplifying processes and increasing automation.
• Balance experience, risk, and technical constraints to deliver effective customer outcomes.
• Utilize data and metrics to inform prioritization and measure journey effectiveness.
• Act as the single point of accountability for journey design across multiple platforms and systems.

Requirements

• 5+ years of experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments.
• Proven background in customer and market research with a data-driven mindset.
• Expertise in customer journey mapping and applying “jobs to be done” methodologies.
• Strong stakeholder management and influencing skills across business, risk, and technology functions.
• Ability to align journey design across multiple platforms and systems.
• Must be based in London and able to work in a hybrid capacity.

Nice to have

• Understanding of commercial lending, credit processes, and associated governance.
• Experience with customer journey delivery within technology platforms and engineering practices.
• User experience design skills.
• Product mindset and creative problem-solving abilities.

Culture & Benefits

• Extensive benefits package included.
• Commitment to diversity, equity, and inclusion as a Disability Confident Leader.
• Support for workplace adjustments, including flexibility in office attendance and working patterns.
• Focus on professional development and a supportive, inclusive work environment.