Mortgage Journey Architect

Smart Recruitment; Saint Helier; In loco; GBP 80.000 - 110.000; Tempo pieno

Descrizione del lavoro

Smart Recruitment is seeking an experienced Customer Journey Lead – Mortgages to own and continually improve the end-to-end mortgage customer journey. The role reports to the COO and influences journey design across enquiry, application, underwriting, offer, servicing and redemption, balancing commercial objectives with regulatory requirements.

The successful candidate will lead customer experience design, communications and improvement initiatives, leveraging insights from customer feedback and

Competenze

• Experience in mortgages or related regulated financial services.
• Strong understanding of mortgage operations and lifecycle.
• Proven ability to lead change from concept to implementation.
• Experience influencing stakeholders across functions without direct authority.

Mansioni

• Own end-to-end mortgage journey across enquiry, application, underwriting, offer, servicing and repayment.
• Define target-state experiences and bridge gaps between current performance and ambitions.
• Lead cross-functional delivery with Ops, Product, Tech, Commercial, Change, Risk and Compliance.
• Analyse feedback and performance data to drive prioritised improvements.
• Ensure regulatory and risk controls are embedded in journey design.

Conoscenze

Customer journey design

Stakeholder management

Data analysis

Regulatory awareness

Change leadership

Formazione

Degree-level education or equivalent

Strumenti

Service design tools

Journey mapping

Descrizione del lavoro

Smart Recruitment is seeking an experienced Customer Journey Lead – Mortgages to own and continually improve the end-to-end mortgage customer journey. The role reports to the COO and influences journey design across enquiry, application, underwriting, offer, servicing and redemption, balancing commercial objectives with regulatory requirements.

The successful candidate will lead customer experience design, communications and improvement initiatives, leveraging insights from customer feedback and