Senior Manager - Customer Experience

Senior Manager – Customer Experience

Join the Everyday Business Banking (EBB) team, supporting a diverse range of business customers from small enterprises to large corporates. The EBB team is responsible for Deposit and Transaction Product and Portfolio Management, Cash Channel Strategy, Merchant Solutions, Business Customer Onboarding, Customer Lifecycle Management, and Business Customer Propositions. You will be part of the Customer Onboarding Crew, focusing on customer onboarding and KYC refresh journey redesign.

We are seeking a Senior Manager – Customer Experience to lead the redesign and implementation of end-to-end customer journeys and processes, with a focus on Customer onboarding and KYC refresh for relationship-managed business customers.

This is a new role, reporting to the Chapter Lead and working closely with the Product Owner who oversees the relevant business area. This role requires strategic thinking, customer focus, and the ability to drive transformational change across multiple business units.

Key Responsibilities:

• Lead end-to-end customer journey redesign and drive implementation for Business Customer Onboarding and KYC refresh.
• Develop and execute a roadmap for improvement initiatives across business units.
• Collaborate with operations, branch, and frontline teams to deliver re-imagined customer experiences.
• Drive and successfully deliver transformational change initiatives.
• Build strong working relationships with stakeholders across the organisation.

What We're Looking For:

• Experience in business process or customer experience roles, ideally with 5-7 years in financial services or similar industries.
• Demonstrated expertise in end-to-end customer journey/process design and implementation.
• Proven track record in driving and delivering transformational change.
• Strong commercial acumen with experience in customer strategy, planning, and execution.
• Excellent stakeholder management and relationship-building skills.
• Experience with business process management (BPM), Lean Six Sigma, or similar methodologies is advantageous.
• Comfortable navigating ambiguity and working flexibly through change.

We operate in a hybrid working environment, meaning a blend between being in the office and working remote.

If you're a driven, collaborative and enthusiastic who wants to have a real impact on the digital experience of our customers – we would love to hear from you!