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Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Job Description
Join us as a Journey Developer
- This role is a chance to help deliver on our ambitions to build and run the digital bank of the future
- You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
- It's an opportunity to be at the heart of changing our customers' experiences, and how they bank with us both now and in the future
What you'll do
As our Journey Developer in Youth & Families, you’ll deliver a prioritised journey backlog to improve the end-to-end customer journey, including identifying opportunities and providing your expertise. Working in sprints as part of a self-organising team, you'll make sure that we place the customer at the heart of everything we do, while retaining a commercial drive. To do that you'll build an understanding of, and anticipate their needs, and you'll gather early feedback on what will deliver value.
Day-to-day, you’ll be:
- Owning and delivering the digital backlog for acquisition and engagement journeys
- Delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running effortlessly
- Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
- Managing incidents effectively and looking for opportunities to increase resilience within the customer journey
- Making empowered decisions to deliver the prioritised digital journey backlog
The skills you'll need
We’re looking for someone who can put the customer at the heart of what they do and deliver great customer value. You’ll have expertise in product proposition and process design, change delivery, and customer experience design and you'll have good knowledge of critical Agile capabilities and ways of working. You’ll need experience using Adobe Experience Manager to build and optimise web journeys as well as Adobe Analytics or similar analytics tools. Experience of Content Square is preferable.
We’ll also expect:
- Experience in multi-variant web testing, using tools like Adobe Target
- Experience of Generative AI language tool
- Experience using data to define and launch personalised customer messaging and web experiences
- The ability to optimise SEO and web content to better serve customers
- Experience of owning commercial targets and monitoring competitor activity to identify responses to change in market
- Expert knowledge of commercial management and analytics, customer data analytics, or segment management and design
- Experience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit our customers
- The ability to identify and envision what the future of digital banking could look like
- A proven ability to adapt to quickly changing environments
- A talented communicator who can inspire and engage both customers and colleagues
