Lead Customer Journey Manager — London

Salary: £92,701 - £109,060

Job Summary

Our work style is hybrid, with at least two days per week in the London office. This role is part of a major transformation programme to shape lending journeys for Business & Commercial Banking.

What you’ll be doing

• Shape how lending journeys work at scale by designing end‑to‑end colleague journeys that enable the fastest, simplest and most effective customer outcomes.

• Lead and develop a team of journey specialists, accountable for delivering experiences that reduce complexity, increase automation and improve speed to decision and fulfilment.

• Translate customer outcomes into intuitive workflows and journeys, enabling Relationship Managers, Credit teams and operational colleagues to deliver consistently high‑quality results.

• Work closely with Product Owners, Engineers and cross‑functional teams to bring journey vision to life, balancing expe...