Homes Platform Customer Journey Manager

JOB TITLE: Customer Journey Manager

SALARY: £59,850 - £66,500

LOCATION(S): Halifax or Leeds

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 listed above.

About this opportunity

Some great opportunities have arisen within the Homes Platform for Customer Journey Managers (CJM) to work within an amazing team and make a real difference to our customers.

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...

• Integrating insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Leading on Customer Journey and process maps (e.g Figma)
• Continually evaluating the effectiveness of the journey from a customer, colleague and business perspective
• Displaying a continuous improvement mindset to the journey
• Coordinating cross functional alignment on journeys
• Understanding 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

• Skilled in leading end-to-end product delivery with a strong focus on customer needs and complex change management, including experience of customer journey mapping.
• Effective at cross-functional teamwork, conflict resolution, and consensus-building to drive outcomes.
• Strong problem-solving abilities and adept at translating customer insights into actionable product enhancements.
• Transparent about product performance, proactive in resolving issues, and committed to continuous improvement.
• Strong analytical skills and ability to interpret data and drive evidence‑based decisions
• 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 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!