Customer Journey Lead - Savings

Smart Recruitment; Saint Helier; Vor Ort; GBP 80.000 - 120.000; Vollzeit

Zusammenfassung

Smart Recruitment is seeking an experienced Customer Journey Lead – Savings to own the end-to-end savings journey and shape how customers interact with the organisation throughout their lifecycle. The role reports to the COO and spans retail and corporate segments across onboarding, funding, servicing, maturity, withdrawal and closure.

You will balance customer outcomes with operational efficiency, commercial priorities and regulatory requirements, guiding change from concept to implementation

Qualifikationen

• Experience within savings, deposits, banking operations or a related regulated financial services environment.
• Strong understanding of retail and corporate savings customer journeys.
• Demonstrable experience improving customer journeys, service design or operational processes.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Experience delivering change from concept through to implementation.
• Degree-level education or equivalent professional experience.

Aufgaben

• Own and shape the end-to-end savings journey across customers, systems and teams.
• Lead customer experience design and communications for forms, docs and communications.
• Drive insight-led improvement using customer feedback and performance data.
• Deliver cross-functional change to improve customer outcomes and reduce friction.
• Measure performance and embed best practice across the savings lifecycle.
• Ensure governance, regulatory compliance and risk management are incorporated.

Kenntnisse

Analytical skills

Stakeholder management

Communication

Judgement

Process translation

Strategic delivery

Ausbildung

Degree-level education

Jobbeschreibung

Overview

We are seeking an experienced and customer-focused Customer Journey Lead – Savings to take ownership of the end-to-end savings journey and shape how customers interact with our organisation throughout their lifecycle.

Reporting to the Chief Operating Officer, this is a key role responsible for defining and delivering an outstanding savings customer experience across retail and corporate customer segments. From initial enquiry and application through onboarding, account opening, funding, servicing, maturity, withdrawal and account closure, you will ensure journeys are simple, consistent, efficient and aligned to customer needs.

Working across Operations, Commercial, Technology, Change, Risk and Compliance, you will use customer insight, colleague feedback and operational performance data to identify opportunities for improvement and translate them into practical, measurable change. You will balance customer outcomes, operational efficiency, commercial priorities and regulatory requirements to deliver meaningful enhancements to the savings experience.

This position can be based in Guernsey or Jersey.

Key Accountabilities

Own and Shape the End-to-End Savings Journey

• Develop and maintain a clear view of current and future savings journeys across customers, systems, teams and third-party providers.
• Define target-state customer experiences and identify gaps between current and desired outcomes.
• Establish journey ownership across key stages and resolve duplication, inefficiencies and unclear responsibilities.
• Maintain a prioritised improvement roadmap aligned to strategic business objectives.
• Ensure journeys accommodate differing customer needs, including those requiring additional support.

Lead Customer Experience Design and Communications

• Own customer experience requirements for savings forms, documentation and communications.
• Ensure customers clearly understand information requirements, next steps and expected timelines.
• Coordinate communications across Product, Operations, Compliance, Risk and Legal functions.
• Drive consistency across customer channels and ensure robust governance and version control.

Drive Insight-Led Improvement

• Analyse customer feedback, complaints, colleague insight and operational performance data.
• Identify root causes of delays, customer effort, repeat contact, rework and application abandonment.
• Use journey mapping and service design techniques to understand customer and colleague experiences.
• Translate insights into prioritised improvement opportunities.

Deliver Change and Transformation

• Lead cross-functional initiatives that improve customer outcomes and operational effectiveness.
• Simplify processes and reduce unnecessary hand-offs and duplication.
• Identify opportunities for automation, self-service and straight-through processing.
• Support business case development, testing, implementation and benefit realisation activities.
• Partner with the Customer Journey Lead – Mortgages to develop common customer journey capabilities where appropriate.

Measure Performance and Embed Best Practice

• Establish meaningful journey performance measures and reporting.
• Monitor customer outcomes, quality, efficiency and progression throughout the savings lifecycle.
• Identify and escalated barriers to performance improvement.
• Support the development of customer-centric standards across the business.

Risk, Governance and Customer Outcomes

• Ensure journey designs incorporate relevant regulatory, conduct, accessibility, financial crime and data protection requirements.
• Identify and escalated customer or operational risks.
• Support governance forums through insight, reporting and recommendations.
• Ensure all changes follow appropriate governance and approval processes.

Requirements

Essential Experience

• Experience within savings, deposits, banking operations or a related regulated financial services environment.
• Strong understanding of retail and corporate savings customer journeys.
• Demonstrable experience improving customer journeys, service design or operational processes.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Experience delivering change from concept through to implementation.

Essential Skills and Capabilities

• Strong analytical and problem-solving skills with the ability to identify root causes and prioritise actions.
• Ability to translate customer needs into practical processes, communications and business requirements.
• Excellent stakeholder management, facilitation and communication skills.
• Strong judgement balancing customer, commercial, operational and regulatory considerations.
• Ability to challenge existing ways of working and drive customer-centric improvements.
• Comfortable operating at both strategic and delivery levels.

Essential Knowledge

• Understanding of customer journey mapping, service design and continuous improvement methodologies.
• Working knowledge of customer outcomes, conduct requirements, accessibility, data protection and financial crime considerations within financial services.

Qualifications

• Degree-level education or equivalent professional experience.
• Evidence of ongoing professional development.

Desirable Experience and Knowledge

• Experience of digital savings onboarding and account servicing platforms.
• Exposure to international, expatriate or customer segment-led savings propositions.
• Experience supporting organisational transformation or target operating model programmes.
• Knowledge of automation, self-service and straight-through processing solutions.
• Qualifications or training in Human-Centred Design, Service Design, Lean, Six Sigma, Agile or similar methodologies.