**LOCATION: Bristol** Consumer Servicing & Engagement (CS&E) Platform delivers a unified digital servicing proposition for personal customers on the device of their choosing, giving the best digital customer experience to increase engagement and options for self-service. We're looking for a Senior Customer Journey Manager to join our Payments lab, where you'll play a crucial role in product development, assisting the Senior Product Owners and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions.The Payments Lab, is a fast paced and forward thinking Lab where teams are empowered to think big, test and learn and drive outstanding changes for our customers and the Bank. We're responsible for delivering outstanding customer experiences for the Group’s 20+ million digital customers, creating top class digital journeys. This role is an opportunity to collaborate with Engineering and Design to deliver high profile customer-facing change and be at the forefront of key transformations which the Group is delivering including allowing customer to co-service across brands and migrating our brands to new and innovative architecture.**The key responsibilities of the role:** Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. Defines high-level requirements and supports incubation of new solutions to address customer problems.Work with our Engineering teams to work out the best solution to meet customer needs**Skills we’re looking for**Strong analytical and problem-solving skills, proficiency in data analysis and visualisation tools, a deep understanding of digital transformation and agile methodologies, excellent communication skills and expertise in identifying business needs and translating them into technical solutions.Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to handle conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.Shown ability to lead change and navigate ambiguity, identifying opportunities in complex or disruptive environments working independently to proactively solve difficult problems.Strong understanding of Payments & KYC regulations & compliance requirements.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 also offer a wide-ranging benefits package, which includes:** Benefits you can adapt to your lifestyle, such as discounted shopping With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
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