Customer Journey Manager

JOB TITLE: Customer Journey Manager – Payments Services Platform

SALARY: £57,546 - £63,940

LOCATION(S): Edinburgh

HOURS: [Full-time]

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week currently, or 40% of our time, at our Edinburgh office.

About this opportunity…

We’re looking for a Customer Journey Manager (CJM) to work in our SWIFT Lab where we enable customers to transact cross-border payments safely and efficiently. We ensure compliance of existing applications and drive innovation to transform the customer product and the colleague experience, facilitating the transfer of £2.6m every second of every day through the UK economy. Our Lab sits in the Payment Services Platform (PSP), where our mission is to provide compliant and efficient payments capabilities for the Group and help customers to move money confidently, quickly, and securely.

You'll play a key role in the team, using your Payments domain knowledge to assist the Product Owner & the SWIFT Enquiries & investigations Team in understanding, measuring & enhancing Customer Journeys with a focus on technology and integrating across functions. Alongside the rest of the team, the CJM plays a key role in making sense of this insight and using it in prioritisation and design choices.

About us…

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll do…

• Understand the end-to-end customer journey using appropriate analysis techniques.

• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer, technology or business journey.

• Creating Customer Journey and process maps, documenting both technology and business journeys.

• Continually evaluate the effectiveness of the journey from a Customer, technology & business perspective.

• Display a continuous improvement approach and co-ordinating cross functional alignment on journeys.

• Understand cross-functional context and build alignment on customer, technology and business journeys as needed.

• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.

What you’ll bring…

• Domain Knowledge – SWIFT / ISO 20022 Messages / Payment Enquiries and Investigations / SWIFT Case / UK & European Payment flows / PEGA workflow

• Problem Solving & Analytical skills - Takes action to implement the best solution, planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.

• Stakeholder Management - Develops and improves relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading partners to consider alternative views.

• Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.

About working for us…

Our focus is to ensure we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. 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. And it is why we especially welcome applications from under-represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes…

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• 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

Ready for a career where you can have a positive impact as you learn, grow, and thrive? Apply today and find out more.

Join our journey.