Lead Customer Journey Manager – Data & AI Transformation

Overview

In this role, you drive end-to-end customer and colleague journeys within the CIB Data Labs context, shaping data, analytics and AI-enabled solutions. You collaborate across product, technology and operations to translate needs into scalable, compliant offerings. You will lead data stewardship, define data products, and steer cross-functional delivery toward measurable value. The opportunity centers on migrating data capabilities to the cloud and unlocking AI potential to transform customer outcomes and operational performance.

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

• Define and optimise end-to-end journeys, identifying where data, analytics and AI improve decisions and outcomes
• Translate business, customer and regulatory needs into Data, Analytics and AI use cases aligned to strategic outcomes
• Maintain journey, process, data and integration maps to provide a single view of processes and dependencies
• Collaborate with Product, CTO, CDAIO and Operations to ensure scalable, customer-aligned data and AI capabilities
• Specify data requirements, metrics and data products to support journeys, reporting and AI capabilities
• Embed data stewardship with clear ownership, quality standards, lineage and regulatory controls
• Coordinate with Platform Leads, Data Product Owners, Engineers and AI specialists to deliver compliant, scalable solutions
• Drive prioritisation using insights from customer, operational and data perspectives and continuously enhance Data, Analytics and AI capabilities
• Orchestrate cross-functional delivery ensuring alignment of strategic data initiatives and intended outcomes

Key requirements

• Significant experience leading complex end-to-end journey transformation using Data, Analytics and AI
• Ability to translate needs into prioritised use cases and influence product strategy and roadmaps
• Strong data stewardship expertise with data ownership, quality and regulatory controls
• Strategic and analytical judgment combining customer insight with data evidence to set priorities
• Experience collaborating with Product Owners and multidisciplinary teams to shape propositions and delivery
• Ability to influence senior stakeholders and orchestrate alignment across diverse teams without direct authority
• Clear communication and ability to simplify complex issues and drive continuous improvement

• strong communication
• leadership and influence
• stakeholder management
• Data stewardship
• Data products
• Data governance

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