Customer Journey Manager

We are looking for an experienced Customer Journey Manager (CJM) with strong expertise in end-to-end credit journey management, customer journey mapping, solution design, and process optimisation. The candidate will be responsible for understanding customer needs, mapping existing and future-state credit journeys, identifying gaps and improvement opportunities, and translating customer and business requirements into clear solution requirements.The role requires close collaboration with Product Owners, Business Analysts, Technology, Credit Risk, and other stakeholders to design and deliver customer-centric solutions that optimise the overall credit lifecycle.Key Responsibilities

• Own and manage the end-to-end credit customer journey, covering all stages of the credit lifecycle.
• Lead customer journey mapping activities, including current-state (As-Is) and future-state (To-Be) journey design.
• Understand customer needs, pain points, and business expectations and translate them into actionable solution requirements.
• Identify gaps, inefficiencies, and opportunities for optimisation across existing credit journeys.
• Define and document business and functional solution requirements to support journey transformation.
• Drive journey optimisation initiatives to improve customer experience, operational efficiency, and business outcomes.
• Collaborate with Product Owners, Business Analysts, Technology, Credit Risk, and Operations teams to design effective solutions.
• Ensure customer needs are translated into clear requirements, process flows, user stories, and solution specifications.
• Facilitate workshops with business and technology stakeholders to validate journey requirements and proposed solutions.
• Support solution design, implementation, testing, and transition of optimised customer journeys.
• Track journey performance through KPIs and identify opportunities for continuous improvement.
• Manage stakeholders and ensure alignment between customer expectations, business objectives, and technology solutions.

Required Skills & Experience

• 8+ years of experience in Customer Journey Management, Journey Transformation, Business Analysis, or related roles.
• Strong experience managing end-to-end credit journeys within banking or financial services.
• Expertise in customer journey mapping, process mapping, and journey optimisation.
• Experience translating customer needs and business requirements into solution requirements.
• Strong understanding of As-Is and To-Be process design.
• Experience in business requirements gathering, functional specifications, and solution documentation.
• Knowledge of credit lifecycle, lending processes, and banking products.
• Experience working with Product, Business, Risk, and Technology stakeholders.
• Strong analytical, problem-solving, and stakeholder management skills.

Preferred Background

• Banking and financial services.
• Credit platforms and lending transformation.
• Customer experience and journey transformation.
• Digital banking and credit lifecycle management.