Customer Goal Optimisation Lead (12 Months)

NatWest Group; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution in London is seeking a Customer Goal Optimisation Lead for a 12-month role to enhance their mortgage retention strategies. The ideal candidate will manage customer journeys, apply Agile methodologies, and possess strong communication and data analysis skills. This hybrid position requires 35 hours per week. The application deadline is 18/11/2025.

Qualifications

• Experience in customer journey management is essential.
• Ability to apply Agile methodologies for effective project management.
• Strong communication and stakeholder management skills are necessary.

Responsibilities

• Deliver the business strategy for mortgage retention.
• Optimise delivery of the assigned Customer Goal.
• Track and manage performance reporting and budget.

Skills

Customer journey management

Agile methodologies

Data analysis

Stakeholder management

Problem-solving

Job description

Join us as a Customer Goal Optimisation Lead – Mortgage Retention (12 Months)

• Supporting the Goal Leadership team, you’ll deliver the business strategy and ensure that the our roadmap for mortgage retention is defined and managed effectively while driving the implementation of processes that are aligned to organisation-wide policy and business frameworks
• You’ll optimise the delivery of the assigned Customer Goal and associated journeys, and you’ll track and prioritise deliverables, ensuring these drive improvements and enable the development of those journeys to accelerate the enhancement of customer experiences
• You’ll enjoy significant variety, developing the Customer Goal plan and roadmaps for mortgage retention, feeding into the overarching business prioritisation, supporting the business with performance tracking, and identifying areas for improvement
• We’re offering this role for a period of 12 months

What you'll do

Working in partnership with journeys across the Goal, you’ll plan and manage business support activities, new initiatives, and projects or processes related to mortgage retention. You’ll deploy and ensure adherence to the Goal and Journey standards and frameworks across assigned Customer Goal, and you’ll provide data-led insights into how the Journey is performing, providing recommendations to improve performance.

You’ll maintain knowledge and accountability for financial and headcount reporting. This may include overview of monthly cost report checking, monthly forecasting, cost allocation, budget setting, cost control initiatives, business cases, the provision of local analysis intelligence and commentary, and identifying trends, concerns, and areas for improvement.

You’ll also:

• Share information back into the overall pan-Goal backlog
• Contribute to people planning covering capability, engagement, and communication
• Ensure everyone in the team is clear on the prioritisation of work

The skills you'll need

We’re looking for someone with experience of working in customer journey management and the ability to apply Agile methodologies to create, manage, and track plans. You’ll also be a critical problem solver, able to flex to work at both a strategic and operational level.

As well as this, you’ll demonstrate:

• Effective communication, stakeholder management, and consultancy skills, with the ability to manage and influence stakeholders
• Strong organisation skills and astute attention to detail
• The ability to use data analysis, reporting, and insights in order to drive simplification and create efficiencies across systems, processes, and budgets

Hours

35

Ways of Working: Hybrid

Job Posting Closing Date: 18/11/2025