Customer Journey Manager – PCI DSS

Overview

In this role you drive the PCI DSS customer journey and proposition, partnering across product, risk, and operations to guide customers toward compliant outcomes with minimal effort. You’ll own the end-to-end journey, shaping the roadmap and prioritising improvements based on feedback, data, and risk. You’ll work with cross-functional teams to refine user stories and support product development, while acting as the subject-matter expert on PCI DSS and scheme mandates. This is a values-led opportunity to transform how customers navigate payments security at scale.

Pay / Benefits

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

Responsibilities

• Own and continuously improve the end-to-end PCI DSS customer journey with the customer at the centre
• Develop and maintain the PCI DSS proposition roadmap and journey strategy
• Incorporate feedback, data and operational insight to identify pain points and prioritise improvements
• Collaborate with Product Owner and feature teams to craft user stories and support development
• Coordinate cross-functional activities to resolve risks, issues, and dependencies impacting the journey
• Act as subject-matter expert on PCI DSS requirements and card scheme mandates

Key requirements

• Working knowledge of PCI DSS version 4.0 and its requirements
• Experience owning and improving complex end-to-end journeys and adapting them to evolving needs
• Ability to anticipate customer needs and translate insights into improvements aligned with business goals
• Experience maintaining roadmaps and supporting end-to-end product development
• Experience interpreting customer and performance data to derive priorities
• Strong critical thinking to structure problems and implement evidence-based solutions
• Experience applying agile practices and refining user stories
• Ability to manage relationships across technical, operational, risk and business stakeholders

• customer centricity
• critical thinking
• Managing Key Relationships
• PCI DSS version 4.0
• journey management
• product delivery

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