Senior Project Manager - Scrum Master
United Kingdom
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Job Description
Senior Project Manager - Scrum Master
City Of London, England

Job Summary

Looking for a Senior Business Analyst / Customer Journey Manager (CJM) with 10-15 years of experience in Commercial Banking, specifically within the Lending domain (Term Lending, Overdrafts, and Working Capital). The candidate will partner with Product Owners, Engineering, and Design teams to understand, map, measure, and optimize end-to-end customer journeys while ensuring a customer-centric approach across products and processes.

The role requires strong expertise in customer journey mapping, process analysis, continuous improvement, and cross-functional orchestration. The candidate should be able to independently analyze journeys, integrate insights from multiple systems and processes, create journey/process maps (Visio), drive journey optimization initiatives, and align stakeholders across business and technology functions.

Key Responsibilities

Understand and analyze end-to-end customer journeys within Commercial Banking Lending products, including Term Lending, Overdrafts, and Working Capital.Gather, interpret, and integrate insights from multiple data sources, systems, processes, and stakeholders to improve customer journeys.Create, maintain, and lead Customer Journey Maps and Process Maps using tools such as Visio.Collaborate closely with Product Owners, Experience Design, Engineering, and business teams to ensure customer requirements and intended user experiences are accurately represented.Continuously evaluate journey performance from both customer and business perspectives.Identify and drive process improvements, optimization opportunities, and customer experience enhancements.Lead journey-focused discussions and influence prioritization decisions through customer and business insights.Coordinate and orchestrate activities across multiple functions to ensure seamless and effective journey delivery.Build alignment among cross-functional stakeholders and manage dependencies across teams.Work independently with minimal supervision while driving journey effectiveness and continuous improvement initiatives.Facilitate stakeholder engagement, requirement discussions, workshops, and business analysis activities.Utilize JIRA, Confluence, MS Excel, and PowerPoint for requirements management, documentation, tracking, reporting, and collaboration.

Skill Requirements

10-15 years of experience as a Senior Business Analyst / Customer Journey Manager.Strong Commercial Banking domain experience.Must have expertise in Lending & Working Capital, including:
  • Term Lending
  • Overdraft Products
Experience in Customer Journey Mapping (CJM) and end-to-end journey analysis.Ability to understand, measure, optimize, and improve customer journeys.Experience in creating Journey Maps and Process Maps (Visio).Strong understanding of business processes, systems, and data integration.Experience driving continuous improvement and journey optimization initiatives.Ability to coordinate and align cross-functional teams across Product, Design, Engineering, and Business functions.Excellent stakeholder management, communication, and collaboration skills.Hands-on experience with JIRA, Confluence, MS Excel, PowerPoint, and MS Office Suite.Ability to work independently with minimal supervision and manage multiple stakeholders effectively.

Other Requirements

Must Have

  • 10-15 years of experience as a Senior Business Analyst / Customer Journey Manager.
  • Strong Commercial Banking domain experience.
  • Hands-on experience in Lending & Working Capital, specifically:
    • Term Lending
    • Overdraft Products
  • Experience in Customer Journey Management (CJM) and end-to-end journey analysis.
  • Ability to independently understand, map, measure, and optimize customer journeys.
  • Experience in creating Customer Journey Maps and Process Maps (Visio).
  • Strong stakeholder management and communication skills.
  • Experience working with JIRA, Confluence, Excel, PowerPoint, and MS Office Suite.
  • Ability to collaborate across Product, Business, Engineering, and Experience Design teams.

Other Requirements

  • Analyze and integrate insights from multiple systems, processes, and data sources.
  • Drive continuous improvement and customer journey optimization initiatives.
  • Coordinate cross-functional alignment and manage dependencies across teams.
  • Ensure customer needs remain at the forefront of journey and process design.
  • Work independently with minimal supervision and lead journey-focused discussions.
  • Support prioritization and decision-making through customer and business insights.
  • Willingness to work in a hybrid model with a minimum of 2 days/week at client location (more if required).
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.