Senior Customer Journey Manager

JOB TITLE: Senior Customer Journey Manager

SALARY: £76,194 - £95,000

LOCATION: Edinburgh

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in our Edinburgh office

About this opportunity…

We’re looking to recruit a Senior Customer Journey Manager to work in our Digital Finance Lab. Our Lab sits in the Payment Services Platform (PSP), where our mission is to provide compliant and efficient payments capabilities for the Group and drive innovation to enable customers to move money confidently, quickly, and securely.

The Lab will focus on bringing real value to the Group by exploring new and emerging opportunities in the Digital Assets and Payments sector. Keen on Crypto? Interested in DLT technology and blockchains? This is the Lab for you. The team works closely with industry groups and regulators to help Britain prosper while protecting the UK, the bank, and customers. We make extensive use of agile delivery techniques to release value and sustain service.

The Senior Customer Journey Manager (CJM) plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, you’ll play a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

You’ll also be responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

About us…

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll do…

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

• Problem Solving - 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 customers.

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

What you’ll need…

• Understanding and experience of the end to end customer journey mapping to a high level of detail

• Strong experience working on new and emerging customer products

• Ability to work at a high pace of change, and be comfortable with shifting priorities

• Can lead and drive product Discovery work within the Lab

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

• Independently leads on creating Customer Journey and process maps (e.g. Visio)

• Continually evaluates the effectiveness of the journey from a Customer and Business perspective

• A continuous improvement mentality to their journey

• Understands cross-functional context and can build alignment on customer journeys as needed

It would be great if you also had…

• Payment Services /processes within a financial Services environment.

• Experience within new product development / start-ups

• Encouraging collaborative, empowered teams, nurturing them to take ownership of the relevant outcomes.

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

• 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!