Customer Journey Expert

About the role

We are looking for a Customer Journey Expert to lead strategic projects that enhance the experience of our affluent banking customers. You will work closely with bankers and cross‑functional teams to design, optimise and implement end‑to‑end customer journeys that drive satisfaction, loyalty and sales conversion.

Key responsibilities

• Lead multiple projects from scoping to delivery, ensuring on‑time and on‑budget outcomes.
• Build clear project plans with defined timelines, objectives and resource requirements.
• Partner with cross‑functional teams to align journeys with business and sales goals.
• Track progress, assess risks and implement corrective actions.
• Use customer feedback and analytics to identify improvements and growth opportunities.
• Communicate updates, insights and results to stakeholders and senior leadership.
• Design and optimise customer journeys to boost satisfaction, loyalty and conversion.
• Map and refine touchpoints, pain points and opportunities.
• Support change‑management initiatives to drive adoption of new banking and customer‑centric processes.
• Foster a collaborative and positive team environment.

Required profile

• Master’s degree in Business, Finance, Marketing, Management or a related field.
• Multidisciplinary background with good knowledge of banking products and processes (nice to have).
• Proven experience as a Project Manager or Customer Journey Expert, focusing on commercial projects and change management.
• Strong understanding of customer‑experience principles, banking operations, regulations and compliance.
• Excellent stakeholder management and communication abilities.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong problem‑solving and decision‑making capabilities.

Required skills

• Microsoft PowerPoint

What we offer

• Hybrid work model with 50 % remote work.
• Opportunities for personal growth and challenging projects.
• Access to courses and trainings within the analytical domain.