CIB Customer Journey Manager – Client Relationship Transformation

Overview

As Customer Journey Manager, you will shape and orchestrate end-to-end journeys for clients and colleagues within the AI-enabled Client Relationship capabilities. You will work with Product, Experience Design and Engineering to consolidate fragmented journeys into a unified spine, driving continuous improvement and cross-functional alignment. You’ll explore AI-driven opportunities to enhance client interactions and colleague experiences, with a multi-year transformation leading toward a more seamless, data-informed journey 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
• parential leave policies

Responsibilities

• Understand end-to-end customer and colleague journeys using data and processes from multiple systems
• Collaborate with Coverage, Sales and Markets to establish core capabilities while accommodating specialist needs
• Lead journey and process mapping (e.g., Visio) ensuring accurate user experience design
• Continuously evaluate journey effectiveness from customer and business perspectives
• Perform primary data research to identify themes, trends, and process gaps
• Coordinate cross-functional alignment across Product, Experience Design and Engineering
• Apply change-management programmes to improve journeys and processes
• Create and tailor materials for diverse audiences
• Assess feasibility and relevance of complex product proposals and revise with senior guidance
• Develop capabilities through learning, coaching others, and contributing to strategic planning with guidance

Key requirements

• Good Corporate & Institutional Banking or broader financial services knowledge
• Passion for AI and emerging technology, hands-on with current tools and willingness to learn new ones
• Experience in journey management or CIB colleague journeys, service/experience design, change or delivery
• Ability to synthesize insights from disparate data, processes and systems into design decisions
• Experience with journey and process mapping and evaluating journey effectiveness
• Strong collaboration and communication skills with ability to align cross-functional audiences

• collaboration
• communication
• curiosity
• AI/GenAI awareness and hands-on approach
• journey mapping (e.g., Visio)
• data-informed decision making

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