Customer Journey Manager (FX E-Trading team)

JOB TITLE: Customer Journey Manager (FX E-Trading team)

LOCATION: London

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.

About this Opportunity:

We're looking for a Customer Journey Manager (CJM) to join the Sales and Trading Lab as part of the FX E-Trading team.

This role will play a key part in shaping the next phase of our eFX growth strategy. You'll combine deep knowledge of FX trading workflows and client needs with analytical capability to define and deliver improvements across our electronic trading stack.

The CJM plays a crucial role in product development; assisting the Product Owner and the broader team in understanding, measuring and orchestrating Customer Journeys across our FX E-Trading platform.

What you’ll be doing:

• Independently understand the end-to-end journey for our FX products and their delivery to customers via external trading venues.

• Ability to challenge current thinking, bring external perspective and actively shape the evolution of our eFX offering.

• Direct team’s work efforts towards customer outcomes and use data and experience to identify customer needs, and work with Product and Engineering to shape, prioritise and deliver journey improvements.

• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Work with limited direct supervision and lead on Customer Journey and process maps (e.g Visio)

• Continuously assess and improve the journey from both customer and business perspectives.

• Coordinate cross functional alignment on journeys and understand cross-functional context to build alignment as needed

What we’re looking for?

• Experience working with FX e-trading platforms such as SmartTrade, Barracuda, Murex, or similar systems

• Good understanding of FX products and derivatives, including how trades are priced, executed, and managed through the lifecycle

• Experience working across business and engineering teams to define and improve end-to-end customer or colleague journeys

• Background in a front office environment, working with Sales, Trading or Algo teams, and engaging with partners such as trading venues, Product Control, Compliance or Audit

• Ability to utilise data to understand customer journeys and identify where improvements can be made; experience using data tools or AI is helpful

• Understanding of working in a regulated Markets environment, with awareness of risk, control, and conduct requirements

• Comfortable working with a range of partners and building alignment to deliver better customer outcomes

• Ability to break down complex processes and represent them clearly through journey or process maps

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:

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.

Ready for a career where you’ll learn and thrive? Apply today and find out more.