Recoveries Supplier Journey Developer

NatWest Group; City of Edinburgh; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Recoveries Supplier Journey Developer to transform customer experiences in digital banking. This role offers a unique opportunity to lead supplier management and enhance the customer journey through innovative solutions. You'll work in a dynamic environment, utilizing Agile methodologies to deliver impactful changes that prioritize customer needs. If you're passionate about driving digital transformation and improving customer interactions, this position is perfect for you. Join a forward-thinking team and make a significant impact on the future of banking.

Qualifications

• Expertise in product proposition and process design.
• Strong knowledge of Agile methodologies and customer journey design.

Responsibilities

• Lead and manage unsecured recoveries suppliers effectively.
• Deliver a prioritised journey backlog to enhance customer experience.

Skills

Product Proposition

Process Design

Change Delivery

Customer Experience Design

Agile Methodologies

Stakeholder Management

Data-Driven Decision Making

Innovative Idea Delivery

Communication Skills

Adaptability

Job description

Join us as a Recoveries Supplier Journey Developer

• This role offers an opportunity to help deliver our ambitions to build and operate the digital bank of the future.
• You’ll 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 forefront 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, Individual Voluntary Arrangements (IVAs), Debt Purchasers, and other specialist suppliers. You’ll deliver a prioritised journey backlog to improve the end-to-end customer experience, including identifying opportunities and providing your expertise. Working in sprints as part of a self-organising team, you’ll ensure the customer remains central to our efforts, while maintaining a commercial focus. To achieve this, you’ll develop an understanding of customer needs and gather early feedback on what will deliver value.

Day-to-day, you’ll be:

• Delivering, consolidating, and automating all business performance and proposition activities that ensure a seamless customer journey.
• Monitoring competitor activity across the journey portfolio and actively responding to market changes.
• Managing supplier governance, assurance, risks, and incidents effectively, seeking opportunities to increase resilience and outcomes within the customer journey.
• Making empowered decisions to deliver the prioritised 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 looking for someone who puts the customer at the heart of their work and delivers great value. You’ll have expertise in product proposition and process design, change delivery, and customer experience design, along with good knowledge of Agile methodologies.

We also 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 and communicate to various audiences.
• The ability to use data to drive commercial decisions and improve the customer journey.
• Experience in driving and delivering innovative ideas, harnessing digital and technological advances to benefit customers.
• The ability to envision the future of digital banking.
• A proven ability to adapt to rapidly changing environments.
• A talented communicator who can inspire and engage both customers and colleagues.

Hours

35 hours per week.

Job Posting Closing Date: 11/05/2025

Ways of Working: Remote First