Customer Journey Manager - Customer Affordability & Data

Consumer Lending are investing in building a best in class data team. This role will be critical to support the expansion of data products and capabilities cross the Consumer Lending platforms and business teams. This role will lead the efforts to understand the customer needs and strategies that arise from platforms such as Homes and Cards. The Customer Journey Manager (CJM) is vital for product development, collaborating with the Product Owner and the wider team to understand, measure, and coordinate Customer Journeys with an emphasis on technology and integration. The CJM is responsible for understanding and optimizing the end-to-end customer experience, ensuring customer needs are prioritized. They will lead continuous improvement efforts and orchestrate across functional boundaries to guarantee journey efficiency. This role thrives on collaboration with colleagues in Product, Design, and Engineering to ensure the intended user experience and journey design are flawlessly represented.,

• Design and Optimize Customer Journeys: Collaborate with the Product Owner and product team to understand, measure, and orchestrate customer journeys, ensuring they align with our strategic objectives.
• Insight Integration: Play a leading role in making sense of customer insights and incorporating them into prioritization and design decisions.
• Cross-Functional Collaboration: Work closely with various functions across the organization to seamlessly integrate technology and business processes.
• Identifying process improvements: Recognize and address shortcomings in existing processes, systems, and procedures using your proven analysis and problem solving skills.
• Data management: Establish outstanding customer outcomes by ensuring routines are clear and documented.
• Customer Advocacy: Act as a champion for the customer, ensuring their voice is heard and their needs are met in all product decisions.
• Professional development: Develop personal capabilities through formal and informal training opportunities while mentoring others as needed.
• Supporting team objectives: Respond to individual and team goals, investing in personal performance by improving your own skills and capabilities.
• Conducting research activities: Support outcomes by carrying out research using existing systems and protocols.
• Evaluating proposals: Analyze and evaluate the feasibility of sophisticated products/services proposals, making vital adjustments with mentorship from senior colleagues or by leading a specialist team.
• Support in long-term planning: Partner with experienced teammates to establish and integrate elements of a long-term planning system, Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop.
  
  Demonstrable experience in product management, with a focus on customer journey mapping and optimization.
• Strong analytical skills, interpret sophisticated data and translate insights into actionable strategies.
• Excellent written and verbal communication skills tailored to various audiences.
  
  We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. We also offer a wide-ranging benefits package, which includes:
• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies
Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey!