Customer Journey Manager

JOB TITLE: Customer Journey Manager

SALARY: From £59,850

LOCATION(S): Halifax

HOURS: Full time

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

A great opportunity has arisen within the Homes Platform for a Customer Journey Manager (CJM) to work with an amazing team in our Digital Lab.

The CJM plays a crucial role in product development; working with 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, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is 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 leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

What you'll be doing...

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Displays a continuous improvement mindset to their journey
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

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

• 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.

Financial Services and mortgage experience would be beneficial.

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.