JOB DESCRIPTION

JOB TITLE: Customer Journey Manager, Embedded Finance
SALARY: From £59,850 for non London location. From £70,929 for London location
LOCATION(S): Manchester, Leeds, Chester or London
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site

ABOUT US

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

You’ll improve the user experience, maintain seamless payment journeys and inform product roadmaps and backlog according to consumer and merchant feedback as well as drawing insight from a diverse range of data sources

• Embedded Finance Delivery: Support Product and Strategy teams in scoping and delivering impactful Embedded Finance products, propositions, and projects that align with strategic goals and customer needs. Balance long-term growth ambitions with short-term targets using Agile frameworks and OKRs to prioritise effectively in a fast-paced environment.
• Journey Leadership & Optimisation: Lead the design and optimisation of customer journeys, ensuring they are intuitive, efficient, and aligned with business outcomes through close engagement with Product Owners, Experience Designers, Engineers, and Risk partners.
• Clear Communication & Partner Engagement: Communicate complex ideas clearly and concisely, tailoring content to different audiences and building alignment across cross-functional teams.
• Customer-Centric Design: Lead product discovery work within the Lab, integrating insights from disparate data, systems, and processes to inform product development and journey design. Conduct research using primary and secondary sources, analyse key themes and trends, and benchmark against competitors to inform journey enhancements. Translate preferred customer outcomes into product requirements and user stories, ensuring seamless experiences across internal and external technology platforms.
• Customer Understanding & Mapping: Support teams in understanding customer behaviours and expectations, document journey steps including system interactions and dependencies, and independently create detailed journey and process maps (e.g. Visio).
• Continuous Improvement Approach: Use data insights (e.g. surveys, NPS scores, complaints) to identify problems, drive improvements, and evaluate journey effectiveness from both customer and business perspectives.
• End-to-End Experience Ownership: Understand and continuously improve the full customer experience, keeping customer needs at the forefront and accurately represented across all touchpoints.Governance & Risk Alignment: Operate within a robust control environment, ensuring alignment with risk and control frameworks and governance protocols throughout the product lifecycle

WHAT YOU’LL BE DOING

We’re looking for a Customer Journey manager to help us define and deliver the next growth phase for Embedded Finance.
You’ll help shape, prioritise and build future embedded finance products and propositions.

You’ll improve the user experience, maintain seamless payment journeys and inform product roadmaps and backlog according to consumer and merchant feedback as well as drawing insight from a diverse range of data sources

• Embedded Finance Delivery: Support Product and Strategy teams in scoping and delivering impactful Embedded Finance products, propositions, and projects that align with strategic goals and customer needs. Balance long-term growth ambitions with short-term targets using Agile frameworks and OKRs to prioritise effectively in a fast-paced environment.
• Journey Leadership & Optimisation: Lead the design and optimisation of customer journeys, ensuring they are intuitive, efficient, and aligned with business outcomes through close engagement with Product Owners, Experience Designers, Engineers, and Risk partners.
• Clear Communication & Partner Engagement: Communicate complex ideas clearly and concisely, tailoring content to different audiences and building alignment across cross-functional teams.
• Customer-Centric Design: Lead product discovery work within the Lab, integrating insights from disparate data, systems, and processes to inform product development and journey design. Conduct research using primary and secondary sources, analyse key themes and trends, and benchmark against competitors to inform journey enhancements. Translate preferred customer outcomes into product requirements and user stories, ensuring seamless experiences across internal and external technology platforms.
• Customer Understanding & Mapping: Support teams in understanding customer behaviours and expectations, document journey steps including system interactions and dependencies, and independently create detailed journey and process maps (e.g. Visio).
• Continuous Improvement Approach: Use data insights (e.g. surveys, NPS scores, complaints) to identify problems, drive improvements, and evaluate journey effectiveness from both customer and business perspectives.

• End-to-End Experience Ownership: Understand and continuously improve the full customer experience, keeping customer needs at the forefront and accurately represented across all touchpoints.Governance & Risk Alignment: Operate within a robust control environment, ensuring alignment with risk and control frameworks and governance protocols throughout the product lifecycle.