Senior Technical Manager

Job Summary

About the requirement We are looking for an experienced Customer Journey Manager to support a major transformation programme within Corporate & Institutional Banking (CIB), focused on improving end-to-end lending journeys. Working alongside the Product Owner and wider multidisciplinary team, the Customer Journey Manager will help understand, measure and improve customer and colleague journeys, making them faster, simpler and more effective. The role will bring together insight across customer experience, data, processes and technology, translating customer outcomes into clear and intuitive workflows. The successful candidate will work closely across Product, Experience Design, Engineering, Risk, Credit, Operations and business teams to align priorities, manage dependencies and support effective delivery.

Key Responsibilities

Develop and maintain a detailed understanding of end-to-end lending journeys for customers and colleagues, including key products, processes, controls and hand-offs.

• Lead customer journey and process mapping, using tools such as Visio, Figma or equivalent to clearly represent workflows, pain points, dependencies and controls.
• Bring together insight from customer feedback, operational experience, research, data, processes and systems to identify opportunities for improvement.
• Analyse qualitative and quantitative information to identify themes, trends, emerging needs, root causes, impacts and barriers.
• Assess journey effectiveness from customer, colleague and business perspectives and use evidence to inform prioritisation and design decisions.
• Identify opportunities to simplify processes, remove duplication and hand-offs, improve customer and colleague experience and increase automation.
• Work with Product Owners, Experience Designers, Engineers, Risk, Credit, Operations and other stakeholders to translate requirements and desired customer outcomes into practical solutions.
• Support the assessment and development of product, service and technology proposals, balancing customer outcomes, commercial value, risk, governance and technical considerations.
• Drive cross-functional alignment, clearly communicating trade-offs, dependencies and decisions.
• Deliver assigned projects or workstreams using established change, data and knowledge-management approaches.
• Produce clear journey maps, recommendations, decision papers and stakeholder updates.
• Support the development of practical and appropriately controlled AI-enabled capabilities where these can improve lending journeys and colleague experiences.

Skill Requirements

Suppliers should prioritise candidates who can demonstrate:

• Strong experience in Customer Journey Management, Service Design, Experience Design, Change or Delivery within a complex organisation.
• Proven experience improving end-to-end customer or colleague journeys through multidisciplinary teams and transformation programmes.
• Strong understanding of Corporate & Institutional Banking, commercial lending, credit processes or wider financial services.
• Knowledge of lending processes such as origination, credit assessment, risk, governance, decisioning, documentation and fulfilment. Customer Journey Manager | Grade E | Lending & Credit Transformation
• Strong journey and process-mapping capability using Visio, Figma or similar tools.
• Ability to bring together insight from multiple data sources, systems and processes and translate this into clear priorities and practical design decisions.
• Strong data literacy, including using measures, analytics and customer insight to evaluate journey effectiveness and identify improvements.
• Excellent stakeholder management, facilitation and influencing skills, particularly across complex cross functional environments.
• Experience working with Product Owners, Engineers, Experience Designers and business teams within Agile or product-led delivery environments.
• Ability to work independently, manage competing priorities and take a pragmatic, commercially aware and customer-focused approach. Desirable experience It would be particularly beneficial for candidates to have:
• Direct experience of Corporate or Institutional Banking lending transformation.
• Experience operating within complex credit, risk or regulatory environments.
• Experience delivering customer or colleague journeys through technology platforms.
• Experience identifying opportunities for process automation and/or AI-enabled capabilities.

Other Requirements

We are looking for someone who can operate effectively across both customer experience and delivery, rather than focusing solely on journey mapping. The successful candidate should be comfortable working through complex lending journeys, bringing together stakeholders from business, product and technology and using data and insight to identify where journeys can be simplified or improved. They should be able to take complexity and turn it into clear, actionable journey designs and recommendations, while maintaining a strong focus on customer and colleague outcomes.