Customer Journey Manager – 12‑Month Fixed‑Term

About the role

The Customer Journey Manager will lead the design and optimisation of end‑to‑end lending journeys within Business & Commercial Banking. Working on a 12‑month fixed‑term contract, you will help shape faster, simpler and more effective experiences for both customers and colleagues as part of a major transformation programme.

Key responsibilities

• Analyse, map and continuously improve the full customer journey across internal and external touch‑points.
• Collaborate with Product Owners, Engineers and cross‑functional teams to translate insights into prioritised product features.
• Drive automation, reduce complexity and accelerate speed‑to‑decision and fulfilment.
• Orchestrate work across functional boundaries to ensure journey effectiveness and alignment with business goals.
• Contribute to product backlog refinement and design decisions based on journey data.

Required profile

• Proven experience in product development, journey mapping or customer experience optimisation, preferably within banking or financial services.
• Ability to work in agile feature teams and influence stakeholders across the organisation.
• Strong analytical mindset with a focus on data‑driven decision making.
• Understanding of lending, credit and commercial banking processes.

Required skills

What we offer

• Hybrid working model – at least two days per week in a London office.
• Competitive salary range £72,702 – £80,780 per year.
• Extensive benefits package and flexible working options.
• Opportunity to contribute to a high‑impact transformation programme within a leading financial institution.