Senior Customer Journey Manager – Payments & Customer Details Management

JOB TITLE: Senior Customer Journey Manager – Payments & Customer Details Management

LOCATION: Bristol 

HOURS: Full-time 

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at an office hub mentioned above. 

About this opportunity 

Consumer Servicing & Engagement (CS&E) Platform delivers a unified digital servicing proposition for personal customers on the device of their choosing, giving the best digital customer experience to increase engagement and options for self-service. 

We build deeper and more trusted relationships with our customers and support them to improve their financial lives by offering valuable, engaging and human-like digital banking experiences. We grow customer satisfaction and trust through simple, useful and personalised experiences that they love. 

We provide and guide customers to complete and easy-to-use self-serve offerings where they can do (almost) everything they want within digital. We deepen valued customer relationships, helping them build financial resilience, by understanding what they need and when. 

We're looking for a Senior Customer Journey Manager to join our Payments lab, where you'll play a crucial role in product development, assisting the Senior Product Owners and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. 

The Payments Lab, is a fast paced and forward thinking Lab where teams are empowered to think big, test and learn and drive outstanding changes for our customers and the Bank. We're responsible for delivering outstanding customer experiences for the Group’s 20+ million digital customers, creating top class digital journeys.  This role is an opportunity to collaborate with Engineering and Design to deliver high profile customer-facing change and be at the forefront of key transformations which the Group is delivering including allowing customer to co-service across brands and migrating our brands to new and innovative architecture. 

About us 

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here. 

The key responsibilities of the role: 

• Independently understands the end-to-end customer journeys in Payments (Domestic & International) and Customer Details Management 

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. 

• Defines high-level requirements and supports incubation of new solutions to address customer problems. 

• Oversees the delivery of quality Customer Journey and process maps. 

• Continually evaluates the effectiveness of the journey from a customer and business perspective using data-led insights. 

• Lead a team of CJMs to deliver brilliant customer experiences – both line managing directly and coaching as the CJM Practice Lead for the Lab 

• Work with our Engineering teams to work out the best solution to meet customer needs 

• Displays a continuous improvement mentality to their journey. 

• Coordinate cross functional alignment on journeys. 

• Understand cross-functional context and build alignment as needed. 

Skills we’re looking for 

• Strong analytical and problem-solving skills, proficiency in data analysis and visualisation tools, a deep understanding of digital transformation and agile methodologies, excellent communication skills and expertise in identifying business needs and translating them into technical solutions. 

• Promoting the value of customer outcomes with team and peers and ensures work efforts to achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities. 

• Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders. 

• Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views. 

• Leadership in coaching and developing high-performing teams, fostering a culture of inclusivity and continuous improvement. 

• Shown ability to lead change and navigate ambiguity, identifying opportunities in complex or disruptive environments working independently to proactively solve difficult problems. 

• Strong understanding of Payments & KYC regulations & compliance requirements. 

• Good high level understanding of the end to end technical landscape involved in Payments & Customer Details. 

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 performance-related bonus 

• Share schemes including free shares 

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

• 30 days holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies 

If all of this resonates, and you want a job with big meaning, then please do get in touch to discuss!