Lead Customer Journey Manager

SALARY: Competitive

LOCATIONS: Bristol / London

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

About This Opportunity

Join our Client Experience & Data Platform team within Corporate & Institutional Banking (CIB), where you'll lead the development and evolution of a critical workflow capability powered by PEGA, ensuring it continues to meet the changing needs of colleagues, customers and the business.

You'll play a key role in shaping how colleagues and customers interact with our services, working across business and technology teams to simplify processes, improve experiences and support more efficient ways of working.

Leading a team responsible for governance and change delivery, you'll ensure business requirements are translated into effective solutions that align with business priorities, technology standards and risk requirements. You'll also help shape the future direction of the capability, exploring how emerging technologies, including AI and intelligent automation, can enhance workflow outcomes.

Experience with PEGA would be advantageous, but we're equally interested in candidates with a strong track record of leading workflow automation, case management or technology-enabled change within complex organisations.

Key Accountabilities

Lead the development, support and ongoing evolution of CIB's core PEGA capability.

Define priorities and guide delivery activity to ensure solutions continue to meet changing business, customer and colleague needs.

Lead a team responsible for governance, configuration changes and capability enhancements.

Work closely with Product Owners, Engineering and Architecture teams to translate business requirements into scalable solutions.

Drive process simplification, automation and service improvements that enhance customer and colleague experiences.

Ensure solutions are delivered in line with architecture standards, governance requirements and risk controls.

Assess emerging technologies and capabilities, including AI and intelligent automation, to improve future outcomes.

Provide leadership, coaching and expertise across the team while supporting capability growth and continuous improvement.

What You’ll Bring

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.

It Would Be Great If You Also Have

Experience developing business cases and supporting investment decisions for technology or transformation initiatives.

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.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This Is A Place For You

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop. 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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

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