Lead Customer Journey Manager - Data & AI Transformation

Job Title: Lead Customer Journey Manager – Data & AI Transformation

Location: Bristol

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Bristol office.

About This Opportunity

We're on a mission to transform how we use data across our Corporate & Institutional Banking (CIB) division. As part of our CIB Data Labs team, you'll work in a collaborative, forward-thinking environment that brings together architecture, engineering and business communities. You'll play a key role in driving innovation and delivering impactful solutions that make a real difference to our customers.

As a Lead Customer Journey Manager, you'll play a critical role in product development, working with Product Owners and multidisciplinary teams to understand, measure and orchestrate end-to-end client and colleague journeys. You'll combine strong customer journey expertise with an understanding of processes, systems, data flows and integration points to translate customer, business and regulatory needs into data and technology-enabled solutions. You'll find opportunities to simplify processes, remove inefficiencies and improve outcomes through the effective use of Data, Analytics and AI.

Working across Product, CTO, CDAIO, Commercial Architecture, Data and Operations, you'll ensure journey intent, process design, data requirements and AI solutions remain aligned. Acting as the bridge between business and technology, you'll shape prioritisation decisions, orchestrate delivery across functional boundaries and ensure design choices deliver scalable, efficient, compliant and measurable outcomes.

You'll also promote effective data stewardship, ensuring the data required to support journeys and Data & AI use cases is clearly defined, understood, governed and connected to authoritative sources and strategic data products.

This is your chance to lead the migration of our data capabilities to the cloud, build trusted data foundations and unlock the potential of AI across our business.

What You'll Be Doing

• Lead the definition and optimisation of end-to-end client and colleague journeys, identifying where Data, Analytics and AI can improve decision-making, customer outcomes, operational efficiency and business performance.
• Translate business, customer and regulatory requirements into Data, Analytics and AI use cases, ensuring priorities are aligned to strategic business outcomes and measurable value.
• Define and maintain journey, process, data and integration maps, creating a single view of business processes, data flows, systems, controls and dependencies required to enable transformation.
• Partner with Product, CTO, CDAIO and Operations teams to understand shared Data & AI capabilities, data flows and dependencies, ensuring solutions are scalable, achievable and aligned to customer needs.
• Shape functional and non-functional data requirements, identifying critical business entities, attributes, metrics and data products required to support customer journeys, reporting, analytics and AI capabilities.
• Embed effective data stewardship practices, ensuring data ownership, definitions, quality standards, lineage, controls and regulatory obligations are understood, governed and consistently applied across journeys and products.
• Partner with Platform Leads, Data Product Owners, Engineers, Architects and AI specialists to ensure business needs and data requirements are translated into scalable, compliant and technology-enabled solutions.
• Use customer, operational and data insights to identify improvement opportunities, risks and actions, driving prioritisation decisions and continuous enhancement of Data, Analytics and AI capabilities.
• Orchestrate cross-functional delivery across business, operations, technology, risk and data teams, ensuring strategic Data & AI initiatives are aligned, dependencies are managed and intended customer and business outcomes are realised.

What You'll Need

You'll be able to demonstrate experience across the following areas:

Customer Journey, Data & AI Transformation

• Significant experience leading complex, end-to-end client or colleague journey transformation, using Data, Analytics and AI to deliver measurable improvements in customer outcomes, operational performance and business value.
• Proven ability to translate customer, business and regulatory needs into prioritised use cases and technology-enabled solutions, influencing product strategy, roadmaps and investment decisions.

Data Stewardship & Data Products

• Strong data stewardship expertise, including the definition and application of data ownership, business terminology, critical data elements, quality standards, lineage, controls and regulatory obligations.
• Experience connecting journey and business requirements to authoritative data sources and strategic data products, ensuring data is trusted, reusable and fit for operational, analytical and AI-enabled use.

Analysis, Insight & Prioritisation

• Strong strategic and analytical judgement, integrating customer insight, operational performance and data evidence to identify root causes, assess opportunities and shape outcome-led priorities.
• Ability to evaluate the feasibility, value and end-to-end impact of Data & AI propositions, balancing customer benefit, commercial value, control requirements and delivery viability.

Product & Technology Collaboration

• Extensive experience working with Product Owners and multidisciplinary teams to shape propositions, influence backlogs and ensure journey, process, data and technology decisions deliver the intended outcomes.
• Strong understanding of business processes, system capabilities, data flows and integration points, translating complexity into clear requirements, design choices and delivery implications.

Stakeholder Leadership & Orchestration

• Proven ability to influence senior leaders and orchestrate alignment across business, product, operations, engineering, data, architecture, risk and change, without relying on direct authority.

Communication & Continuous Improvement

• A compelling communicator and recognised journey leader, able to challenge constructively, simplify complex issues and create shared accountability for sustained improvement and value realisation.

About Working For Us

Our ambition is to be the top tier 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 for a career where you’ll learn and thrive? Apply today!