Jobs in Gateshead, United Kingdom

• This role offers an opportunity to help build and operate the digital bank of the future.
• You will identify opportunities to digitize, improve, and manage the customer journey to increase value and create an effortless customer experience.
• This role places you at the heart of transforming how our customers experience banking now and in the future.

As our Recoveries Supplier Journey Developer, you will 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 as part of a self-organizing team, you will ensure the customer remains central to our efforts while maintaining a commercial focus. Building an understanding of customer needs and gathering early feedback will be key to delivering value.

Day-to-day, you will:

• Deliver, consolidate, and automate all activities that ensure a smooth customer journey
• Monitor competitor activity across the journey portfolio and respond to market changes
• Manage supplier governance, assurance, risks, and incidents, seeking opportunities to enhance resilience and outcomes
• Make empowered decisions to execute the prioritized digital journey backlog
• Lead and coach a team of supplier managers
• Monitor and improve supplier performance through MI and effective management

We are seeking someone who places the customer at the center of their work and delivers exceptional value. You should have expertise in product proposition, process design, change delivery, and customer experience design, along with a good understanding of Agile practices.

Additionally, we expect:

• Experience and 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
• Data-driven decision-making skills to enhance the customer journey and business outcomes
• Experience in driving innovative ideas and leveraging digital and technological advances for customer benefit
• The ability to envision the future of digital banking
• A proven capacity to adapt to rapidly changing environments
• Strong communication skills to inspire and engage customers and colleagues

35 hours per week

11/05/2025

Ways of Working: Remote First