Overview
JOB TITLE: Customer Journey Manager – 12-month fixed term contract. SALARY: £72,702–£80,780 per year plus extensive benefits. LOCATION: London. HOURS: Full-time. WORKING PATTERN: Hybrid working with at least two days per week (40%) in the office. Colleagues with disabilities supported with workplace adjustments in line with Flexibility Works policy.
What you’ll be doing
The Customer Journey Manager (CJM) plays a crucial role in product development, working with the Product Owner and the broader product team to understand, measure, and orchestrate customer journeys with a focus on technology and cross-functional integration. You will lead the continuous improvement of journeys, orchestrating across functions to ensure journey effectiveness and prioritising design decisions based on insight.
Key responsibilities include shaping end-to-end lending journeys at scale to improve speed, simplicity, and outcomes for customers and colleagues within a major transformation programme. You will own end-to-end journeys, design and deliver experiences that reduce complexity, increase automation, and improve speed to decision and fulfilment. You will collaborate with Product Owners, Engineers, and cross-functional teams to realise journey vision while balancing experience, risk, and technical constraints.
Operate across a complex lending environment, aligning systems and partners, and using data and insights to continuously improve performance.
What we’re looking for
- Background in customer and market research and analysis to transform end-to-end customer experience from a data-driven mindset.
- 5+ years’ experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments, including large-scale transformation.
- Experience in customer journey mapping and applying jobs-to-be-done methodologies to shape design decisions.
- Strong data literacy with ability to use insights and analytics to inform decisions and drive continuous improvement.
- Excellent stakeholder management and influencing skills across business, risk, and technology.
- Experience aligning journey design across multiple platforms and acting as the single point of accountability across teams.
- Understanding of commercial lending, credit processes, risk, governance and fulfilment activities is desirable.
- Experience of customer journey delivery within technology platforms and supporting engineering practices.
- Customer-led delivery mindset with data-led decision making and UX design skills.
- Creativity, product mindset, and ability to map and design customer journeys.
Additional information
We are committed to diversity, equity and inclusion and provide reasonable workplace adjustments for colleagues with disabilities including flexible attendance, location and working patterns. We operate a Disability Confident scheme to support fair interview processes for applicants with disabilities, long-term health conditions, or neurodivergent conditions. We provide adjustments throughout recruitment to reduce barriers.
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