Customer Journey Manager, Embedded Finance

JOB TITLE: Customer Journey Manager, Embedded Finance

SALARY: From £59,850 for non London location. From £70,929 for London location

LOCATION(S): Manchester, Leeds, Chester or London

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

 

About this opportunity

The 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 market and behavioural insights and factoring it into prioritisation approaches and design choices.

You’ll 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. You'll be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

What you'll be doing

We're looking for a Customer Journey manager to help us define and deliver the next growth phase for Embedded Finance.

You'll help shape, prioritise and build future embedded finance products and propositions.

You'll improve the user experience, maintain seamless payment journeys and inform product roadmaps and backlog according to consumer and merchant feedback as well as drawing insight from a diverse range of data sources

• Embedded Finance Delivery: Support Product and Strategy teams in scoping and delivering impactful Embedded Finance products, propositions, and projects that align with strategic goals and customer needs. Balance long-term growth ambitions with short-term targets using Agile frameworks and OKRs to prioritise effectively in a fast-paced environment.
• Journey Leadership & Optimisation: Lead the design and optimisation of customer journeys, ensuring they are intuitive, efficient, and aligned with business outcomes through close engagement with Product Owners, Experience Designers, Engineers, and Risk partners.
• Clear Communication & Partner Engagement: Communicate complex ideas clearly and concisely, tailoring content to different audiences and building alignment across cross-functional teams.
• Customer-Centric Design: Lead product discovery work within the Lab, integrating insights from disparate data, systems, and processes to inform product development and journey design. Conduct research using primary and secondary sources, analyse key themes and trends, and benchmark against competitors to inform journey enhancements. Translate preferred customer outcomes into product requirements and user stories, ensuring seamless experiences across internal and external technology platforms.
• Customer Understanding & Mapping: Support teams in understanding customer behaviours and expectations, document journey steps including system interactions and dependencies, and independently create detailed journey and process maps (e.g. Visio).
• Continuous Improvement Approach: Use data insights (e.g. surveys, NPS scores, complaints) to identify problems, drive improvements, and evaluate journey effectiveness from both customer and business perspectives.
• End-to-End Experience Ownership: Understand and continuously improve the full customer experience, keeping customer needs at the forefront and accurately represented across all touchpoints.
• Governance & Risk Alignment: Operate within a robust control environment, ensuring alignment with risk and control frameworks and governance protocols throughout the product lifecycle.

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Financial Services Expertise: Experience delivering digital products in consumer lending and/ or payment propositions.
• Customer-Centric Leadership: Skilled in leading end-to-end product delivery with a strong focus on customer needs and complex change management.
• Collaborative Influence: Effective at cross-functional teamwork, conflict resolution, and consensus-building to drive outcomes.
• Data-Driven Ownership: Transparent about product performance, proactive in resolving issues, and committed to continuous improvement.
• Analytical & Insightful: Strong problem-solving abilities and adept at translating customer insights into actionable product enhancements.
• Governance & Communication: Operates within robust control frameworks and communicates clearly with stakeholders at all levels.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

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

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