End DateWednesday 07 October 2026
Salary Range£0 – £0
Flexible Working Options
Flexibility in when hours are worked, Hybrid Working, Job Share
Job Description Summary
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Job Description
Job Title: Lead Customer Journey Manager – Data & AI Transformation
Location: Bristol
Hours : Full time
Working Pattern : Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our Bristol office.
About This Opportunity
We’re on a mission to transform how we use data across our Corporate & Institutional Banking (CIB) division. As part of our CIB Data Labs team, you’ll work in a collaborative, forward-thinking environment that brings together architecture, engineering and business communities. You’ll play a key role in driving innovation and delivering impactful solutions that make a real difference to our customers.
As a Lead Customer Journey Manager , you’ll play a critical role in product development, working with Product Owners and multidisciplinary teams to understand, measure and orchestrate end-to-end client and colleague journeys. You’ll combine strong customer journey expertise with an understanding of processes, systems, data flows and integration points to translate customer, business and regulatory needs into data and technology-enabled solutions. You’ll find opportunities to simplify processes, remove inefficiencies and improve outcomes through the effective use of Data, Analytics and AI.
Working across Product, CTO, CDAIO, Commercial Architecture, Data and Operations, you’ll ensure journey intent, process design, data requirements and AI solutions remain aligned. Acting as the bridge between business and technology, you’ll shape prioritisation decisions, orchestrate delivery across functional boundaries and ensure design choices deliver scalable, efficient, compliant and measurable outcomes.
You’ll also promote effective data stewardship, ensuring the data required to support journeys and Data & AI use cases is clearly defined, understood, governed and connected to authoritative sources and strategic data products.
This is your chance to lead the migration of our data capabilities to the cloud, build trusted data foundations and unlock the potential of AI across our business.
What You’ll Be Doing
- Lead the definition and optimisation of end-to-end client and colleague journeys, identifying where Data, Analytics and AI can improve decision-making, customer outcomes, operational efficiency and business performance.
- Translate business, customer and regulatory requirements into Data, Analytics and AI use cases, ensuring priorities are aligned to strategic business outcomes and measurable value.
- Define and maintain journey, process, data and integration maps, creating a single view of business processes, data flows, systems, controls and dependencies required to enable transformation.
- Partner with Product, CTO, CDAIO and Operations teams to understand shared Data & AI capabilities, data flows and dependencies, ensuring solutions are scalable, achievable and aligned to customer needs.
- Shape functional and non-functional data requirements, identifying critical business entities, attributes, metrics and data products required to support customer journeys, reporting, analytics and AI capabilities.
- Embed effective data stewardship practices, ensuring data ownership, definitions, quality standards, lineage, controls and regulatory obligations are understood, governed and consistently applied across journeys and products.
- Partner with Platform Leads, Data Product Owners, Engineers, Architects and AI specialists to ensure business needs and data requirements are translated into scalable, compliant and technology-enabled solutions.
- Use customer, operational and data insights to identify improvement opportunities, risks and actions, driving prioritisation decisions and continuous enhancement of Data, Analytics and AI capabilities.
- Orchestrate cross-functional delivery across business, operations, technology, risk and data teams, ensuring strategic Data & AI initiatives are aligned, dependencies are managed and intended customer and business outcomes are realised.
What You’ll Need
You’ll be able to demonstrate experience across the following areas:
- Customer Journey, Data & AI Transformation
- Significant experience leading complex, end-to-end client or colleague journey transformation, using Data, Analytics and AI to deliver measurable improvements in customer outcomes, operational performance and business value.
- Proven ability to translate customer, business and regulatory needs into prioritised use cases and technology-enabled solutions, influencing product strategy, roadmaps and investment decisions.
- Data Stewardship & Data Products
- Strong data stewardship expertise, including the definition and application of data ownership, business terminology, critical data elements, quality s
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