Customer Journeys Strategy Lead

About the Role

Join a leading financial services organization in a newly created, high-impact position designed to spearhead a major enterprise-wide transformation agenda. As the Customer Journeys Strategy Lead, you will sit at the critical intersection of strategy, customer experience, and operational transformation, enjoying significant visibility and executive sponsorship.

Main Missions

• Design, map, and optimize end-to-end customer journeys to enhance seamless interactions.
• Identify and diagnose critical pain points by leveraging data analytics, customer insights, and direct field feedback.
• Develop and execute journey improvement initiatives that deliver measurable business impact and ROI.
• Drive cross-functional collaboration with Operations, Product, Technology, and Risk teams to ensure cohesive implementation.
• Influence senior executive stakeholders through clear, data-driven strategic recommendations.

Candidate Profile

• Proven track record in customer journey design, business transformation, or process improvement.
• Strong background in Management Consulting or within high-growth FinTech environments.
• Experience navigating regulated environments (ideally Banking) is highly preferred.
• Exceptional ability to bridge the gap between high-level strategic diagnosis and concrete, hands-on delivery.
• Confident communicator capable of managing complex stakeholder relationships at the executive level.

Required Skills

• Customer Journey Mapping & Optimization
• Strategic Transformation & Change Management
• Data-Driven Decision Making & Insights
• Cross-functional Stakeholder Management
• Financial Services / FinTech Domain Expertise