Lead Customer Journey Manager
HybridLondon, England, United Kingdom or Bristol, England, United Kingdom
Job Summary
Lead the development, support, and evolution of CIB's core PEGA capability by defining priorities and guiding delivery activity to meet changing business, customer, and colleague needs. Direct a team responsible for governance, configuration changes, and capability enhancements while collaborating with Product Owners, Engineering, and Architecture teams to translate requirements into scalable solutions. Drive process simplification, automation, and service improvements that enhance experiences, ensuring all work aligns with architecture standards, governance requirements, and risk controls. Assess emerging technologies, including AI and intelligent automation, to improve future outcomes. Provide leadership, coaching, and expertise across the team while supporting capability growth and continuous improvement.
Required Qualifications
- Significant experience leading workflow automation, case management, customer journey or technology-enabled change initiatives, with responsibility for shaping priorities, driving adoption and delivering measurable business outcomes (typically gained over 5+ years)
- Strong experience leading teams responsible for platform governance, configuration, change delivery and continuous improvement, while working across Product, Engineering and Architecture functions within a large or regulated organisation (typically gained over 5+ years)
- Ability to balance business needs, technical considerations and delivery priorities within a complex environment
- Knowledge of workflow platforms, automation technologies and emerging capabilities such as AI
- Strong communication and influencing skills, with the ability to build effective relationships across business and technology teams
- Experience working within complex, regulated environments and balancing delivery, risk and control requirements
- Knowledge of process improvement methodologies and customer journey design techniques
- Understanding of platform standards, controls and governance frameworks that support scalable and resilient solutions
- Experience managing third-party suppliers and technology partners
- Experience supporting large-scale migrations, modernisation programmes or technology transformations
- Experience working with PEGA or similar workflow and automation platforms
Desired Qualifications
- Experience developing business cases and supporting investment decisions for technology or transformation initiatives
- Experience with PEGA
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