Job Summary
Job Description This CJM role operates across the API marketplace and API Flash products. it plays a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Also plays a key role (along with the rest of the feature team) in making sense of this insight and factoring it into prioritisation approaches and design choices. The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness. This will be achieved through collaborating with colleagues in Product, Design and Engineering to ensure the intended user experience, and journey orprocess design, is accurately represented. Specific Accountabilities: Understand • Independently understands end to end journey • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey • Works with limited supervision and lead on creating Customer Journey and process maps (e.g. Visio). Optimise • Continually evaluates the effectiveness of the journey from a customer and business perspective • Displays a continuous improvement mindset to their journey Orchestration • Coordinate cross functional alignment on journeys • Understand cross-functional context and build alignment as needed Customer Centricity - Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities. Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders. Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views. Our continued commitment to helping Britain prosper means that as a colleague you can make a difference to customers, businesses and communities. Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Job Posting Details 15:24 02/07/2026 Page 3 of 3 Group means you'll continue to have opportunities to learn, grow and develop. We're focused on creating a values-led culture, and our approach to inclusion and diversity means that we all have the opportunity to make a real difference, together. As part of the Group's commitments as a result of ring-fencing legislation, colleagues based in the Crown Dependencies are required to be exclusively dedicated to the non-ring-fenced bank and its subsidiaries. This means that colleagues who are based in the Crown Dependencies would not be able to undertake roles for the Ring Fenced Bank from their existing location and would need to consider relocation when applying for roles
Key Responsibilities
2. Act as a scrum master, facilitating agile ceremonies and ensuring the agile team follows the principles and practices.
3. Implement change management strategies to effectively manage and communicate project changes to stakeholders.
4. Collaborate with cross functional teams to define project objectives, scope, and delivery timelines.
5. Identify and mitigate project risks, proactively resolving issues to ensure project success.
6. Drive continuous improvement through agile retrospectives and by optimizing project processes.
7. Provide mentorship and guidance to team members on agile practices and project management techniques.
Skill Requirements
2. Strong background in project management, change management, and agile methodologies.
3. Excellent communication and leadership skills to effectively lead project teams and interact with stakeholders.
4. Experience in implementing agile frameworks, such as scrum, kanban, or lean, to deliver successful projects.
5. Ability to adapt and thrive in a fast paced, dynamic environment, managing multiple projects simultaneously.
6. Analytical mindset with problem-solving abilities to address project challenges and drive solutions.
7. Certification in scrum (csm), agile (pmiacp), or project management (pmp) is highly desirable.