Senior Customer Journey Manager

JOB TITLE: Senior Customer Journey Manager, Commercial Lending Platform

SALARY: £75,000 - £95,000 (dependent on experience)

LOCATIONS: Edinburgh

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 one of our office sites

About This Opportunity

An exciting opportunity exists for a new Senior Customer Journey Manager to join us in the Commercial Lending Platform. Our aim is to transform our Invoice Finance and Asset Finance technology, and build phenomenal client experiences.
 

We’re looking for someone who is passionate about clients, agile technology change, generating insights from data. You'll be someone who innovates & inspires others to collaborate, and demonstrates a growth mindset.
 

This role will be focussed on redefining Asset Finance Origination and Servicing journeys for BCB using modern technology, to supercharge our journeys.

What You’ll Be Doing

Understand:

• Confidently understands end to end journey and relevant competitor landscape/best in class standards

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

• Leads on Customer Journey and process maps (e.g Visio)

Optimise:

• Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work

• Role models a continuous improvement approach

Orchestration:

• Coordinates and provides guidance for cross functional alignment on journeys

• Understand cross-functional context and build alignment as needed

• Displays leadership characteristics in line with the business‘s core values

• Coaches, supports and develops customer journey managers to achieve personal and business objectives

• Acts as a point of escalation for customer journey managers

• Effectively manages team performance

Lab Specific:

• Using internal and external data and insight to support the future of the Asset Finance journeys

• Leading on identifying client opportunities to grow the business, and transform client experience through data

What You'll Need

• Proven experience in a senior customer journey or similar role (insight, research, journey optimisation, design, market analysis)

• Experience in applying agile methodologies to optimise innovation development and delivery. Significant experience with agile development methods & tooling e.g. Scrum, Kanban, Jira & Confluence, and experience of leading & working as part of an agile team.

• Demonstrate a deep understanding of technology, and customer needs. A passion for products and staying on top of new technologies will be very useful.

• Strong analytical abilities to assemble and interpret data related to product performance and benefits realisation. This includes tracking metrics and using data-driven insights to drive product improvements. Experience with visualisation tools (PowerBI / Tableau) including setting up dashboards.

• Strong leadership and people management skills. Experience working with cross-functional teams to deliver change, working with engineers, designers, and analysts. Able to identify and deliver on customer needs and business goals

• Experience of creating an inclusive team environment that motivates, attracts, and retains talent. Through your phenomenal communications skills, you have the ability to encourage teams with energy and passion. Dynamic and adaptable, you can influence without authority, trusting and empowering others with responsibility and comfortable challenging senior leaders.

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 you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you. 🚀