CIB Customer Journey Manager – Client Relationship Transformation

Overview

In this role you will understand, measure, and orchestrate customer and colleague journeys within AI-enabled Client Relationship capabilities for the Corporate & Institutional Bank. You will drive a multi-year transformation to unify fragmented origination across 60+ systems into a single Client Relationship Spine, delivering end-to-end experiences. Working with the Product Owner and cross-functional teams, you’ll shape journeys, prioritise based on insights, and lead a team of CJMs to lift performance. The role sits at the intersection of AI, data, and customer experience and evolves with emerging capabilities by 2030.

Pay / Benefits

• generous pension contribution up to 15%
• annual performance-related bonus
• share schemes including free shares
• 30 days’ holiday plus bank holidays
• wellbeing initiatives
• generous parental leave policies

Responsibilities

• Understand end-to-end journeys and benchmark against competitors and best-in-class practices using diverse data sources.
• Lead customer journey and process mapping (e.g., via Figma) to accurately reflect UX and process design.
• Continuously evaluate journey effectiveness from customer and business perspectives and incorporate external insights.
• Analyse themes from multiple data sources to identify issues, impacts, and stakeholders.
• Coordinate cross-functional alignment across Product, Experience Design, Engineering, and others.
• Identify gaps and implement improvements within change programmes under guidance from seniors.
• Create and edit materials for varied audiences with appropriate tone and content.
• Develop or deliver a plan for the area of responsibility, contributing to strategic planning.
• Coach and develop CJMs, manage performance, and escalate issues when needed.

Key requirements

• Strong Corporate & Institutional Banking or broader financial services knowledge
• Genuine passion for AI and emerging tech; hands-on with tools and able to operationalise AI capabilities
• Experience designing journeys around AI/GenAI products, agents or tooling
• Proven track record in customer journey management, service or experience design with cross-functional delivery
• Ability to translate disparate data, processes, and systems into prioritisation and design decisions
• Strong stakeholder management, orchestration, and influencing skills across functions
• Experience in journey and process mapping and measuring journey effectiveness
• Leadership experience including coaching and performance management, aligned with company values
• Experience with Agile ways of working, Product Operating Model, and digital transformation

• Stakeholder management
• Collaboration and cross-functional teamwork
• Effective communication and storytelling
• Figma
• AI tools and GenAI capabilities
• Data analysis and synthesis

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