Senior Customer Experience & Proposition Lead

twentyAI; Slough; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

twentyAI is seeking a Senior Customer Proposition & Experience Manager in London, offering a hybrid work pattern. The role sits in a strategic team partnering with senior leadership to evolve the customer proposition and journey across private banking and digital channels.

The candidate will lead customer listening, research and insight, and drive end-to-end journey design to identify pain points and opportunities for improvement, shaping how the organisation serves priority segments.

Qualifications

• Experience shaping customer propositions and journeys in financial services.
• Strong ability to translate customer insights into actionable propositions.
• Proven track record of end-to-end journey design across channels.

Responsibilities

• Lead customer listening, research and insight to inform strategy.
• Own end-to-end customer journey design for private banking and digital channels.
• Develop customer propositions based on needs of priority segments.
• Govern journey prioritisation to maximise customer and business value.

Skills

Customer Experience

Customer Insight

Journey Design

Job description

twentyAI is seeking a Senior Customer Proposition & Experience Manager in London, offering a hybrid work pattern. The role sits in a strategic team partnering with senior leadership to evolve the customer proposition and journey across private banking and digital channels.

The candidate will lead customer listening, research and insight, and drive end-to-end journey design to identify pain points and opportunities for improvement, shaping how the organisation serves priority segments.