Key Responsibilities:- Customer Journey Design: Leading the design and improvement of end-to-end customer journeys for a range of lending products, including investment-backed lending, CCA loans, CCA overdrafts, and green lending.- Backlog Management: Supporting a prioritised journey backlog, enabling empowered decision-making to deliver seamless lending experiences.- Stakeholder Collaboration: Work closely with diverse stakeholders to create a best-in-class (digital) journey… Show more Key Responsibilities:- Customer Journey Design: Leading the design and improvement of end-to-end customer journeys for a range of lending products, including investment-backed lending, CCA loans, CCA overdrafts, and green lending.- Backlog Management: Supporting a prioritised journey backlog, enabling empowered decision-making to deliver seamless lending experiences.- Stakeholder Collaboration: Work closely with diverse stakeholders to create a best-in-class (digital) journey, ensuring alignment with business performance and customer needs.- Market Insight: Monitor complaints and competitor activity, proactively identifying market responses and enhancing our customer offering.- Incident Management: Effectively manage incidents and seek opportunities to increase resilience within the customer journey, delivering training to frontline and support staff.- Customer-Centric Focus: Strive to deliver a world-class customer experience, placing the customer's needs at the heart of all initiatives.Skills & Expertise:- Lending & Credit Knowledge: Subject matter expert in lending, loans, and overdrafts, with a strong understanding of credit processes in a Private Banking environment.- Process Design & Change Delivery: Proficient in process design and change management, ensuring that the customer journey remains innovative and efficient.- Commercial Management & Analytics: Analytical mindset with the ability to assess performance metrics and drive commercial success.- Regulatory Acumen: Experienced with CCA/MCOB regulation, ensuring compliance while delivering exceptional service.- Adaptability & Communication: Inspires and engages customers and colleagues alike, with a proven ability to adapt in rapidly changing environments. Show less