Customer Journey Manager – Data – Credit Cards Platform

JOB TITLE:  Customer Journey Manager – Data – Credit Cards Platform

SALARY: £61,344 - £68,160

LOCATION(S): Chester or Manchester

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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy. 

What you’ll be doing

The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration, whilst ensuring the intended user experience and journey design are flawlessly represented.

This specific role is to support the Data team within the Cards Platform. This is a growing team with a remit to support Acquisition and Customer Engagement targets for the Bank. The CJM is responsible for understanding and optimising the end-to-end customer experience, ensuring customer needs are prioritised. They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency.

You’ll partner closely with Credit Card teams and a wide range of stakeholders to translate business and analytical needs into impactful GCP data solutions that align with strategic objectives. Playing a key role in integrating customer insights, you’ll help shape priorities and design decisions, ensuring data-driven outcomes remain focused on real customer value. Working cross‑functionally with teams such as Data Engineering, you’ll ensure solutions are well integrated, effective and aligned to business needs.

Acting as a strong customer advocate, you’ll identify opportunities to improve existing processes, systems and ways of working through robust analysis and problem-solving. The role also involves supporting research activities, evaluating complex proposals, and contributing to long‑term planning alongside experienced colleagues. You’ll continuously develop your own capabilities through learning and mentoring, while actively contributing to team objectives and supporting the delivery of high‑quality outcomes.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

• 3 years experience in a product management role with a focus on customer journey mapping and optimisation, ideally within a data environment.
• Strong analytical skills, able to interpret sophisticated data and translate insights into actionable strategies.
• Demonstrated ability to identify and implement process improvements.
• Strong grasp of technology and its utilisation in improving customer experiences along with experience working with established data management systems and procedures.
• Working knowledge of data delivery - GCP technology is advantageous

And any experience of these would be great

• Proven experience using Agile/Scrum methodologies and tooling (JIRA/Confluence)
• Experience of regulatory change initiatives and governance

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you:

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

Ready to make an impact? Apply today.