Lead Customer Journey Manager
Hybrid · London, England, United Kingdom
Job Summary
Lead Customer Journey Manager responsible for shaping end-to-end lending and customer/colleague journeys within a major transformation programme. You will lead and develop a team of journey specialists, design intuitive workflows to reduce complexity and improve speed to decision and fulfilment, and partner with Product Owners, Engineers, and cross-functional teams to deliver high-quality outcomes. The role requires translating customer outcomes into scalable journeys, balancing experience with risk and technical constraints, and aligning journey design across platforms and systems in a complex lending environment. It involves customer journey mapping, applying jobs-to-be-done methodologies, leveraging data insights and analytics to inform decisions, and engaging senior stakeholders across business, risk and technology. A strong focus on driving automation, improving performance, and delivering fast, simple customer outcomes within a hybrid London-based setting.
Required Qualifications
- 5+ years experience delivering end-to-end customer or colleague journeys in complex, multi-stakeholder environments
- confirmed experience leading and developing teams, driving performance and delivering through others
- experience in customer journey mapping, including applying “jobs to be done” methodologies
- strong data literacy, using customer insights, metrics and analytics to inform decisions and drive continuous improvement
- excellent stakeholder management and influencing skills, with experience engaging senior stakeholders across business, risk and technology
- experience aligning journey design across multiple platforms and systems, with the ability to operate as the single point of accountability across teams
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