Customer Experience Manager
Role Overview
Represent the voice of colleagues and users across a major banking transformation programme.
Work with business stakeholders, technology teams, and vendors to deliver intuitive, consistent digital journeys while maximising standard product capabilities.
Key Skills for This Role
Full Job Posting
Role overview
Represent the voice of colleagues and users across a major banking transformation programme.
Work with business stakeholders, technology teams, and vendors to deliver intuitive, consistent digital journeys while maximising standard product capabilities.
Key responsibilities
- Review vendor-delivered journeys across onboarding, trade finance, cash management, and servicing channels.
- Align colleague and user experience with bank branding, communications standards, and UX guidelines.
- Explore vendor configuration options, journey optimisation, and platform flexibility; assess trade-offs with additional enhancements.
- Represent business and user needs through discovery, solution design, design reviews, and UAT.
- Use stakeholder and end-user feedback to promote consistency across channels and touchpoints.
- Support business readiness, user adoption, and transformation outcomes.
What the employer is looking for
- Experienced customer or colleague experience professional with strong knowledge of banking processes, digital channels, and transformation programmes.
- Ability to influence stakeholders, collaborate with vendors, challenge constructively, and balance user experience with business priorities and standard platform capabilities.
- Corporate or wholesale banking experience, especially in trade finance, cash management, onboarding, or servicing, is highly valuable.
Opportunity
Shape how colleague and user journeys are designed, delivered, and adopted across a major banking transformation programme.
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