Customer Journey Manager, Markets Platform

JOB TITLE: Customer Journey Manager, Markets Platform

SALARY: £82,000 – £100,000 (dependent on experience)

LOCATION: London

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

We're seeking an experienced Customer Journey manager (CJM) to join our Risk and Finance lab.
 

This is a fantastic opportunity where you'll play a crucial role in product development by assisting the Product Owner (PO) and the feature teams in understanding, measuring and orchestrating Customer Journeys with a strong focus on technology.
 

Alongside the Engineering teams, the CJM plays a key role in making sense of customer insights and factoring it into prioritisation approaches and design choices.
 

You’ll have a proven track record within financial markets and be able to rapidly grasp, interpret, and clearly articulate business changes required to optimise the end-to-end customer experience.
 

Key Accountabilities

• Analyse data from multiple sources to identify key themes, root causes, and opportunities that impact the customer journey and business outcomes.

• Integrate insights across systems and processes to anticipate evolving customer needs and define targeted, outcome-focused solutions.

• Champion customer outcomes within the feature team, ensuring that backlog priorities, roadmaps, and delivery efforts are aligned with customer value.

• Collaborate with Product Owners, Engineers, and cross-functional teams to deliver change initiatives and embed new processes effectively.

• Drive continuous improvement through experimentation, identifying and prioritising both short and long-term fixes to enhance the customer experience.

• Lead structured problem-solving efforts across feature teams, particularly within the Risk and Finance lab, to address high-priority customer issues.

• Communicate clearly and appropriately with varied audiences, tailoring messages to ensure understanding and engagement.

• Support team development by mentoring junior colleagues and contributing to a culture of learning and shared knowledge.

What You’ll Need

• Solid knowledge of financial markets products across Rates, FX, Credit, and Money Markets, with a deep understanding of the full trade lifecycle, PnL attribution, and market risk management.

• Strong grasp of pricing models (including optionality) and the inputs required to calculate PnL and risk metrics, alongside familiarity with the systems that support pricing and downstream reporting.

• Analytical thinking and a continuous improvement & problem solving approach, alongside a strong understanding of customer needs across Front Office, Market Risk, Product Control, and Quantitative Research.

• Experience navigating front-to-back office control environments, including governance, audit processes, and organisational change frameworks.

• Proven ability to work in Agile environments, collaborating closely with cross-functional teams—including Engineering—to deliver successful outcomes. Understand the Engineering development life cycle, specifically the testing cycles and production release processes.

• Confidence in managing multiple workstreams independently, making informed prioritisation decisions in a dynamic environment while maintaining production stability.

• Strong interpersonal skills and partner management skills, able to build relationships across business and technology teams.

• A growth mindset with a proactive approach to learning, early adoption of change, and openness to new technologies and ways of working.

Technical Knowledge:

• Detailed knowledge of trade flow and risk management systems.

• Proficient with Excel, JIRA, Visio and SQL.

• Comfortable with reading and interpreting code error logs.

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. 🚀