Senior Customer Journey Manager
Edinburgh
Full time
Posted Today
152600
End Date

Monday 16 March 2026
Salary Range

£78,098 - £91,880
We support flexible working - click here for more information on flexible working options
Flexible Working Options

Flexibility in when hours are worked, Hybrid Working, Job Share, Reduced Hours
Job Description Summary

Who we are - Everyday Banking Platform
At the Everyday Banking Platform, we power the experiences, journeys and systems that millions of customers rely on every single day. As one of the Group’s key platforms, we support over 31 million cards across personal current accounts, savings, debit cards, credit cards and core banking services. Our work sits at the heart of how customers live, transact and succeed financially.
We’re a community of passionate, inspiring and customer obsessed teams. Spanning four specialist labs Banking, Savings, Debit Cards & Payments and Digital Cards & Ways to Pay, we design and deliver seamless, safe and intuitive experiences that feel immediate and effortless for our customers.
Our purpose is simple and motivating:

To support customers with their everyday financial needs by delivering market leading journeys that are intuitive, trusted and built for real life. Together, we shape the future of Everyday Banking, helping customers feel confident, connected and in control across every interaction.
Job Description
JOB TITLE: Senior Customer Journey manager
SALARY: £ pa
LOCATION: Edinburgh
HOURS: Full-time - 35 hours per week
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
ABOUT THIS OPPORTUNITY
We’re growing our team and are looking for 2x Customer Journey Managers to join our Digital Cards & Ways to Pay Lab, shaping end-to-end journeys used by 35m+ debit and credit cardholders and 22m+ digitally active customers across the UK.
You’ll own and improve customer journeys across digital card servicing and digital wallet experiences , from in-app card management (such as viewing card details, PIN retrieval, controls and limits) through to Digital Wallet enrolment and usage . Using data, insight and customer feedback, you’ll identify friction, uncover customer pain points, and drive meaningful improvements at scale.
Working closely with Product Owners, Engineers, Designers and Researchers, you’ll turn complex, regulated journeys into simple, intuitive and secure experiences that customers trust and rely on every day.
You’ll be expected to lead through influence, coach others, and help build a strong, diverse talent pipeline.
ABOUT WHAT YOU’LL BE DOING
In these roles, you can be expected to:

*Confidently understand end-to-end customer journeys andlead the creation and ongoing ownership of high-quality customer journey and process maps
*Integrate insights and knowledge frommultiple data sources , systems and feedback loops (including analytics, complaints and customer insight) to build a holistic view of the customer journey
*Continually evaluate the effectiveness of journeys from both acustomer and commercial perspective , using data-led insight to inform decisions
*Display astrong continuous improvement mentality challenging the status quo productively and spotting opportunities to simplify and enhance journeys
*Coordinate and influencecross-functional alignment across Product, Engineering, Design and Research teams
*Define data requirements and identify data gaps , working with delivery teams to ensure journeys are built and instrumented in a way that enables performance tracking

*Own journeys from ideation through delivery, launch and ongoing optimisation , supporting iterative value release

*Lead and develop other Customer Journey Managers throughcoaching, mentoring and knowledge sharing , championing customer-centric thinking across the organisation
*Operate confidently in ambiguity , particularly when shaping new journeys where data, solutions or paths forward are not yet defined
WHAT YOU’LL NEED
We encourage applications from candidates with varied backgrounds and experiences. As a minimum however, we’d need to you to demonstrate the below in your application and cover letter (we’d strongly encourage you to write a cover letter discussing how you meet the below criteria).
Strategic Mindset & journey mapping

*A strategic approach, with the ability toset direction for customer journey optimisation and align it to wider organisational goals , ensuring decisions consistently place the customer at the centre
*Deep expertise injourney mapping , including identifying customer actions, touchpoints, emotions, pain points, risks and opportunities
Curious & committed to continuous learning
*Curiosity about customer behaviour , digital banking and the future of payments , with a genuine interest in how customers choose to pay and manage their money
*Comfortable withconstructively challenging the status quo , working with ambiguity , open to feedback, and committed to continuous learning and improvement
Data analysis, storytelling & visualisation tools

*Strong analytical capability, with the ability todefine required data, interrogate journey performance and use insight to tell clear, compelling stories
*Adept at using tools such asAdobe Analytics , Tableau, Figma and FigJam to understand journey performance, visualise insights and relay them to others
Collaboration & influencing skills

*Excellent collaboration skills, working effectively inmulti-disciplinary product teams including Product Owners, Engineers, Designers and Researchers
*Aninfluential communication style , able to engage senior leaders, build alignment and explain complex journey challenges clearly
Technology Digital/Mobile products & Agile ways of working

*A solid understanding of products, platforms and technology, and how they enable or constrain customer experiences and exposure to working withdigital or mobile products , ideally...