Customer Journey Manager

Overview

In this role, you will help shape the future of financial planning within one of the UK’s largest finance transformation programmes. You’ll work across Finance, Technology and Data to design planning capabilities, simplify processes and improve decision-making. You’ll engage senior stakeholders to drive meaningful change and align solutions with broader finance platform strategies. This is a high-impact opportunity to influence how finance operates at scale, delivering measurable value and a compelling customer experience.

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

• Lead discovery, design and delivery of planning and reporting capabilities across multiple planning domains
• Translate complex requirements into clear customer journeys and prioritized backlogs
• Facilitate workshops with Finance Directors, SMEs, Product Owners, Engineers and Architects to define future-state models
• Identify and resolve planning bottlenecks, manual processes and control weaknesses
• Define target customer journeys, outcomes and success metrics
• Shape transformation roadmaps and prioritise work across several feature teams
• Collaborate with engineering to ensure solutions meet business needs and deliver value
• Support governance forums, people engagement and executive decision-making
• Ensure alignment with wider Finance Platform, Data and Reporting transformation strategies
• Promote agile delivery and continuous improvement across the programme

Key requirements

• 3+ years’ experience in finance transformation within large, complex organisations
• Hands-on experience with Finance, Technology and Transformation teams; translating finance requirements into customer journeys and deliverable solutions
• Experience leading and facilitating workshops and influencing Finance stakeholders to drive alignment and decision-making
• Strong analytical and problem-solving skills with a bias for simplifying processes and improving controls
• Experience in agile delivery environments and coordinating multiple delivery teams

• Stakeholder management
• Facilitation and workshop leadership
• Analytical problem-solving
• Oracle EPM
• FCCS
• EPBCS or similar enterprise planning and performance management platforms

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