Customer Experience Manager

Customer / Colleague Experience (CX)Are you passionate about creating seamless, consistent, and user-centric experiences within complex banking transformation programmes?We are looking for a Senior Manager – Customer / Colleague Experience (CX) to represent the voice of colleagues and users across a major transformation programme.In this role, you will work closely with business stakeholders, technology teams, and vendor partners to ensure that digitally enabled journeys deliver an intuitive, consistent experience while maximising the use of standard product capabilities.Key ResponsibilitiesReview and validate vendor-delivered journeys across onboarding, trade finance, cash management, and servicing channels.Ensure colleague and user experiences align with Invest Bank’s branding, communication standards, and UX guidelines.Partner with vendors to explore configurable capabilities, journey optimisation opportunities, and platform flexibility.Assess the trade-offs between adopting standard product journeys and pursuing additional configuration or enhancements.Represent business and user experience requirements throughout discovery, solution design, design reviews, and UAT.Drive consistency across channels and touchpoints, incorporating feedback from business stakeholders, relationship managers, operations teams, and end users.Support business readiness, user adoption, and the successful delivery of transformation outcomes.What We’re Looking ForAn experienced CX professional with a strong understanding of banking processes, digital channels, and transformation programmes.You will bring the ability to challenge constructively, influence stakeholders, collaborate effectively with vendors, and balance a high-quality user experience with business priorities and standard platform capabilities.Experience in corporate or wholesale banking, particularly trade finance, cash management, onboarding, or servicing, would be highly valuable.The OpportunityPlay a key role in shaping colleague and user experiences across a major banking transformation programme, influencing how journeys are designed, delivered, and adopted across the organisation.#Hiring #ColleagueExperience #BankingTransformation #DigitalTransformation #UX #WholesaleBanking #TradeFinance #CashManagement #ChangeManagement