Customer Journey Manager, Data - Credit Cards Platform

JOB TITLE: Customer Journey Manager, Data - Credit Cards Platform

LOCATION: Chester or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration.

This specific role is to support the Data team within the Cards Platform. This is a growing, team with a remit to support Acquisition and Customer Engagement targets for the Bank. The CJM is responsible for understanding and optimising the end-to-end customer experience, ensuring customer needs are prioritised. They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency.

This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented.

Key Accountabilities

• Partner with key members of the Credit Card teams and elsewhere to translate business and analytical requirements into GCP data solutions, ensuring they align with our strategic objectives

• Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritisation and design decisions.

• Cross- Functional Collaboration: Work closely with various functions such as Data Engineering to ensure data solutions are seamlessly integrated aligned to business needs.

• Identifying process improvements: Recognise and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem-solving skills.

• Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.

• Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.

• Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.

• Conducting research activities: Support outcomes by carrying out research using existing systems and protocols.

• Evaluating proposals: Analyse and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.

• Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system

Here's how you'll make the difference in this exciting role...

• Demonstrable experience in product management, with a focus on customer journey mapping and optimisation ideally in a data environment.

• Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies.

• Excellent written and verbal communication skills tailored to various audiences.

• Strong grasp of technology and its utilisation in improving customer experiences.

• Demonstrated ability to identify and implement process improvements.

• Capability to work within established data management systems and procedures.

• Dedication to personal growth and fostering the growth of others.

• Flexibility: Ability to thrive in a fast-paced, dynamic environment and effectively prioritise tasks.

• Strong problem-solving abilities with a proactive approach to identifying and addressing challenges.

Highly Desirable:

• Working knowledge of data delivery, GCP technology is advantageous

• Proven experience using Agile/Scrum methodologies and tooling (JIRA/Confluence)

• Credit Card product and system knowledge

• Experience of regulatory change initiatives and governance

• Demonstrates a growth learning mindset, open to new experiences to intentionally grow their individual and team Skill.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!