CIB Customer Journey Manager - Client Relationship Transformation

What you'll do

• Understand the end-to-end customer and colleague journey and the relevant competitor and best-in-class landscape, independently integrating insight and knowledge from disparate data, processes and systems.
• Lead on customer journey and process mapping (Eg Figma) ensuring the intended user experience and journey or process design is accurately represented.
• Continually evaluate the effectiveness of the journey from both a customer and business perspective, bringing external insight to the work and role-modelling a continuous-improvement mindset.
• Analyse key themes using data from a wide range of sources, uncover emerging issues and needs, and identify potential causes, impacts, stakeholders and barriers for the business.
• Coordinate and provide guidance for cross-functional alignment on journeys, building alignment across Product, Experience Design, Engineering and other functions as needed.
• Identify shortcomings, then suggest and implement improvements to existing practices, delivering projects or a workstream within the change programme with guidance from senior colleagues.
• Write and edit materials for a variety of audiences, tailoring tone and content to the needs and expectations of each.
• Develop and/or deliver a plan for your area of responsibility by managing others, and contribute to elements of the organisation's strategic planning.
• Coach, support and develop Customer Journey Managers to achieve personal and business objectives, set medium-term objectives, manage team performance and act as a point of escalation.

What we're looking for

• Strong Corporate & Institutional Banking or wider financial services knowledge.
• A genuine passion for AI and emerging technology — someone who lives and breathes it: hands-on with current tools, quick to learn new ones, and able to translate fast-moving AI capability into practical, deliverable improvements.
• Experience of designing journeys or experiences around AI/GenAI products, agents or tooling.
• Demonstrable experience in customer journey management, service or experience design, change or delivery, with evidence of improving end-to-end journeys through multidisciplinary teams.
• Proven ability to integrate insight from disparate data, processes and systems and translate it into prioritisation and design decisions.
• Strong stakeholder management, orchestration and influencing skills — aligning perspectives across functions, communicating trade-offs and securing decisions.
• Experience of journey and process mapping and of measuring journey effectiveness from both customer and business perspectives.
• Leadership experience, including coaching, developing and managing the performance of others in line with the business's core values.
• Experience of Agile ways of working, the Product Operating Model and digital transformation experience.

It would be great if you also had

• Experience of applying journey and experience practices within Corporate or Institutional Banking, including complex client, risk or regulatory environments.

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