Customer Journey Manager

JOB TITLE 

Customer Journey Manager – Payments 

SALARY 

£61,344 – £68,160 pa  

LOCATION(S) 

Bristol 

HOURS 

Full time (35 hours per week) 

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. Colleagues with disabilities can be supported with workplace adjustments in line with our Flexibility Works policy. 

What you’ll be doing 

We’re looking for a Customer Journey Manager (CJM) to join our Consumer Servicing & Engagement (CS&E) Platform, within the Payments Lab! 

This is a hands-on, delivery-focused role where you’ll be accountable for understanding, shaping and improving end-to-end customer journeys across high-volume, highly regulated digital payments and customer details experiences. 

Working closely with Product Owners, Engineers and Experience Designers, you’ll bring deep functional understanding of journeys - not just what customers see, but the processes, controls, business rules and technology that sit behind them. You’ll play a critical role in translating customer and business needs into clear, actionable journey definitions that teams can build against. 

You’ll: 

• Independently own and understand end-to-end customer journeys, identifying opportunities to improve outcomes for both customers and the business 

• Integrate insights from data, systems, processes and customer feedback to form a clear picture of journey performance 

• Be accountable for the customer journey, making informed decisions and constructively challenging decisions when appropriate 

• Contribute to Agile ceremonies: refinement, planning, retros, stand-ups. Participate in DoR/DoD reviews 

• Investigate defects and issues to understand customer impact 

• Develop and maintain high-quality customer journey documentation and process maps, ensuring they accurately represent real-world journeys 

• Work closely with Engineering teams, demonstrating technical fluency and acting as a bridge between business intent and technical delivery 

• Continually evaluate journey effectiveness using data-led insight, applying a continuous improvement approach 

• Coordinate and influence cross functional alignment, ensuring journeys work end-to-end across organisational boundaries 

• Support prioritisation and design decisions by bringing a strong customer and functional perspective into product discussions 

This role sits within a fast paced, forward-thinking lab delivering high-profile change for millions of customers. You’ll have the opportunity to work on critical journeys involving payments, customer details management and regulated financial processes, helping to shape how customers move money and manage their information across our digital channels. 

Why join us? 

We’re transforming at pace — investing heavily in our people, data and technology to deliver simpler, more personalised and more human digital banking experiences. 

Within CS&E, we’re responsible for some of the most frequently used journeys across the Group, serving over 20 million digital customers. You’ll be at the heart of meaningful, customer visible change, working alongside talented product, engineering and design colleagues in an environment that values curiosity, collaboration and continuous improvement. 

What we’re looking for 

Essential skills and experience 

• Around 5+ years of experience owning or shaping end-to-end customer or process journeys in a complex environment 

• Strong analytical and problem-solving skills, with the ability to integrate insight from multiple data sources, systems and processes 

• Technical fluency - comfortable working closely with Engineers and Architects, understanding how functionality is realised and speak with credibility to senior technical and business colleagues and collaborators  

• Experience translating business and customer needs into clear functional requirements and journey definitions 

• Confidence working independently, taking ownership and driving work forward  

• Strong communication and collaboration skills, able to align teams across functions and manage differing priorities 

• A continuous improvement mindset, using insight to drive better customer and business outcomes 

Desirable experience 

• Experience working in payments, customer data, or other high-volume regulated environments 

• Understanding of payments and/or KYC regulations and compliance requirements 

• Experience working in agile, product led delivery teams 

• Exposure to largescale digital platforms serving millions of customers 

We know that great talent comes from many backgrounds 

Whilst this advert may reference specific experience, we recognise that skills are developed in many ways. If you have relevant, transferable experience and a strong customer and functional approach, we encourage you to apply. 

This is a place for you! 

We’re committed to building an inclusive, diverse workplace where everyone can thrive. We want all candidates to have the opportunity to shine - please let us know if there’s anything we can do to support you through the assessment process and if you require any reasonable adjustments.  

We also offer a comprehensive benefits package, including: 

• A generous pension contribution of up to 15% 

• An annual performance related bonus 

• Share schemes, including free shares 

• Flexible benefits to suit your lifestyle 

• Generous holiday entitlement and wellbeing support