Senior Customer Journey Manager

Location: City of Edinburgh

*
* JOB TITLE:

** Senior Customer Journey manager
** SALARY:**£78, pa Edinburgh
*
* HOURS:

** Full-time – 35 hours per week
** WORKING PATTERN:
** Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites
** ABOUT THIS OPPORTUNITY
** We’re growing our team and are looking for
** 2x Customer Journey Managers
** to join our Digital Cards & Ways to Pay Lab, shaping end-to-end journeys used by 35m+ debit and credit cardholders and 22m+ digitally active customers across the UK.You’ll own and improve customer journeys across
** digital card servicing and digital wallet experiences**, from in-app card management (such as viewing card details, PIN retrieval, controls and limits) through to
** Digital Wallet enrolment and usage**. Using data, insight and customer feedback, you’ll identify friction, uncover customer pain points, and drive meaningful improvements king closely with Product Owners, Engineers, Designers and Researchers, you’ll turn complex, regulated journeys into
** simple, intuitive and secure experiences
** that customers trust and rely on every day.

You’ll be expected to lead through influence, coach others, and help build a strong, diverse talent pipeline.
** ABOUT WHAT YOU’LL BE DOING
** In these roles, you can be expected to:
* Confidently understand end-to-end customer journeys and
** lead the creation and ongoing ownership of high-quality customer journey and process maps
*** Integrate insights and knowledge from
** multiple data sources**, systems and feedback loops (including analytics, complaints and customer insight) to build a holistic view of the customer journey
* Continually evaluate the effectiveness of journeys from both a
** customer and commercial perspective**, using data-led insight to inform decisions
*
* LOCATION:

**** Define data requirements and identify data gaps
** Lead and develop other Customer Journey Managers through
** coaching, mentoring and knowledge sharing**, championing customer-centric thinking across the organisation A strategic approach, with the ability to Strong analytical capability, with the ability to
** define required data, interrogate journey performance and use insight to tell clear, compelling stories*
* ** Collaboration & influencing skills
** Excellent collaboration skills, working effectively in
** multi-disciplinary product teams
** including Product Owners, Engineers, Designers and Researchers Experience working in agile or product-centred delivery environments, comfortable prioritising, sequencing work and supporting iterative delivery Leadership and coaching strengths, with the ability to mentor others, build capability and
** lead through influence rather than hierarchy
** This is a hybrid working role which is a balance of time in the office at a hub location and working from home. It is about entrusting colleagues to think innovatively about how, when and where they work, to deliver their very best.

We will provide you with a diverse, energising, and informal environment that takes a strong focus on equal opportunity and supports career progression on all levels. Enhancing your personal and professional development is something that is very important to us, and we will work with you to make a positive difference to the overall teams' mission. We want you to learn, grow & develop to become the best possible version of yourself.

We'll ensure that individuals with disabilities are provided suitable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.

Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
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