Journey Developer

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

Job summary

A major UK bank is seeking a Journey Developer to enhance digital customer journeys. You will be responsible for improving the end-to-end customer experience while working within a flexible, Agile team. The ideal candidate will possess strong data analytics and product design skills, allowing them to drive innovative solutions in a digital banking environment. This position offers a remote-first work arrangement.

Qualifications

• Ability to work on multiple deliveries while being flexible.
• Self-motivated and adaptable to quickly changing environments.
• Experience in product proposition and customer experience design.

Responsibilities

• Deliver and automate business performance activities for the customer journey.
• Monitor competitor activity and identify responses to market changes.
• Manage incidents effectively to increase resilience in the customer journey.

Skills

Customer-centric approach

Agile capabilities

Data analytics

Product proposition design

Change delivery

Job description

Join us as a Journey Developer

You’ll play a critical role in delivering customer-centric changes to support the Current Account business, with particular focus on creating seamless digital journeys that increase mobile app adoption and loyalty, while ensuring best-in-class support for non-digital customers.

This role is a chance to help deliver on our ambitions to build and run the digital bank of the future. You’ll continually identify opportunities to digitize, improve, and manage the customer journey to deliver increased value and an effortless customer experience.

What you'll do

As our Journey Developer in the Manage My Banking journey team, within Everyday Banking in Retail, you’ll deliver a prioritized journey backlog to improve the end-to-end customer journey, including identifying opportunities and providing your expertise. Working in sprints as part of a self-organizing team, you'll make sure that we place the customer at the heart of everything we do, while retaining a commercial drive.

Day-to-day, you’ll be:

• Delivering, consolidating, and automating all business performance and proposition activities that keep the customer journey running effortlessly
• Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
• Managing incidents effectively and looking for opportunities to increase resilience within the customer journey
• Making empowered decisions to deliver the prioritized digital journey backlog

The skills you'll need

We’re looking for someone with the ability to work on multiple deliveries whilst being flexible within a multi-skilled journey team. You'll put the customer at the heart of what you do and deliver great customer value. You’ll be self-motivated and understand how to adapt to quickly changing environments.

You’ll have expertise in product proposition and process design, change delivery, and customer experience design, and you'll have good knowledge of critical Agile capabilities and ways of working. Knowledge of Current Accounts would be beneficial.

We’ll also expect:

• Expert knowledge of commercial management and analytics, customer data analytics, or segment management and design
• Experience of analyzing large volumes of data to make recommended journey improvements
• Experience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit our customers
• The ability to identify and envision what the future of digital banking could look like
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues
• Examples of key project deliverables including colleague and customer comms, governance processes & risk management

Hours: 35

Job Posting Closing Date: 05/10/2025

Ways of Working: Remote First