Customer Journey Manager
£600 per day via UMB
6 month contract - potential extensions.
Edinburgh - 2 days a week onsite
Job Description Summary
We’re looking for a Customer Journey Manager to join us in the International & CHAPS Lab team within the Payments Services Platform. We are here to deliver the best International Payments (T2, SEPA CT, SEPA DD and Correspondent Banking Payment Processing) and CHAPS solutions and services for our customer and the business, while also servicing our Legacy Currency Accounts and their transition to the strategic estate. We own the legacy and strategic International & CHAPS payment engines for the Group, and in alignment to strategic initiatives in the industry and within LBG, we are developing our products to deliver an enhanced payment experience and establish the foundation for growing great products for our customers, aligning to the Group strategy to Grow our business.
Working closely with the SWIFT and Enterprise Enablers Labs in aligning to the industry ISO 20022 initiatives, we will ensure LBG remain scheme compliant, meaning that our customers and clients can continue to transact using CHAPS and International payments. Through routing payment flows via the strategic payments architecture, we will enable richer products and data, whilst making the roles of our operational staff easier, and improving technical resilience to service stability and STP rates. By also transitioning or closing all accounts and data from legacy to strategic architecture, we will enable the decommissioning of legacy applications, resolving technical debt issues/risks.
We service products and journeys that are crucial to our customers & we offer exposure to skills that are industry standard and sought after, but it’s our culture as a Lab that sets us apart. In I&C, you will be a member of an easy going, but dynamic, community of colleagues who are creative, open to change & challenge, and actively pursue continuous improvement. We welcome involvement from our wider team in shaping our Lab for the future, and our extended leadership team, colleague communities and T-shaped roles offer great opportunities for colleagues to get involved, stretch and develop, while having fun at work.
Job Description
The Customer Journey Manager (CJM) plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.
In joining us you’ll:
• Independently understand the end to end customer journey
• Integrate insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Work with limited supervision and can lead on creating Customer Journey and process maps (e.g. Visio).
• Continually evaluate the effectiveness of the journey from a Customer and Business perspective
• Display a continuous improvement mindset to the journey, co-ordinating cross functional alignment on journeys
• Understand cross-functional context and build alignment on customer journeys as needed
What You’ll need
• 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.
• Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
• Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
And the following would be really useful
• Experience of working with Payment Schemes, in particular CHAPS, T2 and SEPA.
• Experience of ISO20022
• Experience of our Payment Engines, Journeys and Processes
• Encouraging collaborative, empowered teams, nurturing them to take ownership of the relevant outcomes.
Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!
Pontoon Solutions is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.