Recoveries Supplier Journey Developer

NatWest Group; Birmingham; Remote; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Recoveries Supplier Journey Developer to transform the customer experience in digital banking. This role involves leading unsecured recoveries suppliers, managing a prioritized journey backlog, and ensuring a seamless customer journey. You'll work in a dynamic, self-organizing team, utilizing Agile methodologies to drive innovation and improve customer interactions. If you're passionate about enhancing customer experiences and leveraging data for impactful decisions, this is your opportunity to make a significant difference in the future of banking.

Qualifications

• Expertise in product proposition and process design.
• Experience in managing unsecured recoveries suppliers.

Responsibilities

• Lead and manage unsecured recoveries suppliers to enhance customer experience.
• Monitor supplier performance and drive improvements.

Skills

Product Proposition

Process Design

Change Delivery

Customer Experience Design

Agile Methodologies

Stakeholder Management

Data Analysis

Innovative Thinking

Communication Skills

Job description

Join us as a Recoveries Supplier Journey Developer

• This role offers an opportunity to help deliver on our ambitions to build and run the digital bank of the future.
• You will continually identify opportunities to digitise, improve, and manage the customer journey to deliver increased value and an effortless customer experience.
• It's a chance to be at the heart of transforming our customers' experiences and how they bank with us now and in the future.

What you'll do

As our Recoveries Supplier Journey Developer, you’ll lead and manage all unsecured recoveries suppliers, including debt collection agencies, IVAs, debt purchasers, and other specialists. You will deliver a prioritized journey backlog to enhance the end-to-end customer experience, identifying opportunities and providing your expertise. Working in sprints within a self-organizing team, you’ll ensure the customer remains central to our efforts, while maintaining a commercial focus. You will develop an understanding of customer needs, anticipate them, and gather early feedback to deliver value.

Day-to-day, you’ll be:

• Delivering, consolidating, and automating all business performance and proposition activities that ensure the customer journey is seamless.
• Monitoring competitor activity across the journey portfolio and proactively responding to market changes.
• Managing supplier governance, assurance, risks, and incidents effectively, seeking opportunities to enhance resilience and outcomes within the customer journey.
• Making empowered decisions to execute the prioritized digital journey backlog.
• Leading and coaching a team of supplier managers.
• Monitoring and driving supplier performance through MI and effective management.

The skills you'll need

We’re seeking someone who can put the customer at the center of their work and deliver exceptional value. You should have expertise in product proposition and process design, change delivery, and customer experience design, along with good knowledge of Agile methodologies.

Additionally, we expect:

• Experience and process knowledge of unsecured recoveries supplier management.
• An understanding of collections and recoveries practices.
• Effective stakeholder management and engagement skills, with the ability to develop impactful presentations for diverse audiences.
• The ability to leverage data to inform commercial decisions and enhance the customer journey.
• Experience in driving innovative ideas, harnessing digital and technological advances for customer benefit.
• The ability to envision the future of digital banking.
• A proven ability to adapt quickly to changing environments.
• Strong communication skills to inspire and engage both customers and colleagues.

Hours

35 hours per week.

Job Posting Closing Date:

11/05/2025

Ways of Working:

Remote First