This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Journey Lead

• You’ll lead the customer journey to deliver long term sustainable value and positive customer outcomes across all jurisdictions
  
• We’ll look to you to deliver the portfolio roadmap, targets, product backlog for the customer journey to drive a seamless customer experience
  
• You'll define and deliver the customer journey vision for institutional banking customers
  

What you'll do
With a strong customer focus, your role as Customer Journey Lead will see you driving and delivering change and innovation across the customer journey. You’ll regularly connect with our customers and key business stakeholders to identify and oversee customer experience enhancements through journey optimisation, digitisation, automation and AI. You’ll ensure continuous improvement in processes and systems delivering customer experience, while leading and empowering a dedicated customer journey team.
You’ll also be:

• Critically reviewing our customer journeys to identify priority opportunities to enhance the customer experience
  
• Regularly connecting with customers to understand their perspectives
  
• Defining, measuring and delivering the future portfolio roadmap, targets and product backlog for the customer journey
  
• Leading customer journey teams and making sure their professional and Agile capabilities meets the needs of the business and customers
  
• Owning, monitoring and measuring the end-to-end customer proposition, experience and performance for the customer journey
  
• Contributing to the delivery of a strong P&L performance for the customer journey through commercial and operational levers
  
• Collaborate with key business partners across Natwest to enable outcomes
  

The skills you'll need
You’ll have a good understanding of the financial services sector and knowledge of customer journeys. We’ll look to you to bring strong leadership, critical thinking and people management skills, with the ability to lead, inspire, coach and develop teams of professionals.
As well as this, you’ll need:

• A track record of successfully leading the implementation of multiple workstreams
  
• Experience of delivering systemic customer centric transformational change
  
• A track record of innovating business through technology
  
• The ability to work collaboratively and influence senior stakeholders internally and externally
  
• Strategic thinking with the ability to simplify complex conflicting tasks and policy positions
  
• Evidence of role modelling critical Agile capabilities and ways of working
  

Edinburgh: A historical city with a new vision
Our head office in Edinburgh offers beautiful surroundings as well as a welcoming and friendly environment in which to build your network.