Journey Transformation Lead

3 weeks ago

Edinburgh, United Kingdom NatWest Group Full time

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.

Join us as a Journey Transformation Lead
- Take on an influential role in which you’ll be proposing journey targets and sequencing, and tracking and monitoring the performance of journeys across the bank- Working with journey goal leads and journey managers, you’ll prioritise and sequence the journey roadmap, and align investment and delivery to agreed outcomes
- You'll have a real opportunity to add value and deliver lasting results in this role, while enjoying lots of stakeholder exposure

**What you'll do**:
As a Journey Transformation Lead, you’ll be providing oversight across all goals set by the journey managers to make sure they are challenging and impactful. You'll be planning and shaping the portfolio of journeys, and setting journey targets and defining the journey roadmap.

Working in partnership with journey goal leads and journey managers, you’ll be setting targets aligned to desired outcomes, such as NPS, complaints, unit cost, speed or steps and making sure that there is consistency across the journeys.

You’ll also be:

- Monitoring and tracking outcomes including delivery to milestone cost, benefits, deliverables and customer and colleague experience improvements
- Challenging journey goal leads and journey managers on the performance of their portfolio
- Supporting the journey leads and journey managers to drive performance improvements
- Working with the journey lead to identify and design the key aspects of the journey standards and toolkit and ensure they are fit for pan bank use
- Working with the business to set journey objectives and investment targets

**The skills you'll need**:
To join us in this role, you’ll need significant experience working in journeys within large complex organisations. We'll look for strong communication skills with a track record of influencing a wide range of audiences to represent their function.

You’ll also demonstrate:

- Enterprise and business transformation experience
- Business design and architecture experience
- Knowledge and understanding of systems thinking and service design
- Strategic thinking and the ability to simplify complex and conflicting tasks and positions, making sure that these are effectively managed and communicated

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