Customer Journeys Strategy Lead – Permanent Opportunity – London
My client, a leading Financial Services organisation is hiring a Customer Journeys Strategy Lead to own the redesign and delivery of improvements across key customer journeys within the firm.
This is a newly created role within a new team, established to drive a high-priority transformation agenda across the entire firm. With strong sponsorship from senior leadership, including executive-level stakeholders, the role offers significant visibility and the opportunity to shape critical customer journeys at scale.
This role sits at the intersection of strategy, customer experience, and transformation and we are ideally looking for someone from a management consulting and transformation background who can move from problem diagnosis to real delivery.
What you’ll do
- Own end-to-end customer journey design and optimisation
- Identify pain points using data, insights, and frontline feedback
- Design and deliver journey improvements with measurable impact
- Work cross-functionally with Operations, Product, Tech, and Risk
- Influence senior stakeholders with clear, data-driven recommendations
What we’re looking for
- Experience in customer journeys, transformation and process improvement
- Background in management consulting and/or FinTech environments – ideally banking exposure as there is a need to understand how a regulated environment works
- Confident working with senior stakeholders across different areas of a business
Please reach out if you’d like to learn more or refer someone in your network if they might be interested. This role will play a key role in shaping how customers experience the bank, being at the centre of firm wide change.