Digital Customer Journey Manager

Digital Customer Journey Manager

Date: 2026-08-26T00:00:00

Location: United Kingdom

Country Code: GB

Contract Type: Any

Application Deadline: 2026-09-23T22:25:13.867

NatWest is a major UK retail bank, providing everyday banking services to over 19 million customers. The bank's expertise and services span retail, commercial, and private banking.

AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies.

We partner with NatWest to deliver their contingent recruitment processes. Acting as an extension of their recruitment teams, we connect them with skilled interim and temporary professionals, fostering workplaces where everyone can contribute and succeed.

On behalf of NatWest, we are looking for a Digital Customer Journey Manager for a 6-month contract based in London/Edinburgh, hybrid.

Job Description - The Role

This role is an opportunity to join NatWest in a collaborative and innovative team, focused on the Evelyn Partners & NatWest Group integration. You will:

• Continually identify opportunities across Digital Investing to digitise, improve, and manage the customer and colleague journeys to deliver increased value and an effortless customer experience.


• Be at the heart of changing our customers' experiences and how they bank with NatWest both now and in the future.

What you'll do

• Deliver, consolidate and automate all business performance and proposition activities that keep the customer journey running effortlessly.


• Monitor competitor activity across the journey portfolio and actively identify responses to market changes.


• Manage incidents effectively and look for opportunities to increase resilience within the customer journey.


• Make empowered decisions to deliver the prioritised digital journey backlog.


• Work in sprints as part of a self-organising team to ensure that the bank places the customer at the heart of everything it does, while maintaining a commercial drive.


• Build an understanding of, and anticipate, customer needs, gathering early feedback on what will deliver value.

The skills you'll need

• Experience working within Digital Investing, Wealth Management, Private Banking, Asset Management, or Investment Platforms.


• Experience supporting or contributing to M&A, business integration, platform migration, or large-scale transformation programmes.


• Expert knowledge of commercial management and analytics, customer data analytics, or segment management and design.


• Experience of driving and delivering innovative ideas, harnessing digital and technological advances that benefit customers.


• Expertise in product proposition and process design, change delivery, and customer experience design.


• Good knowledge of critical Agile capabilities and ways of working.


• The ability to envision the future of digital banking.


• A proven ability to adapt to quickly changing environments.


• A talented communicator who can inspire and engage customers and colleagues.

Next steps

There are many reasons why NatWest is a great place to work in a temporary role; they are becoming a simpler, integrated, and technology-driven bank. You'll be helping to build a sustainable bank, committed to helping customers succeed. We only accept applications via an Umbrella or PAYE engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please proceed with your application, and we will contact you with an update in due course. AMS, a Recruitment Process Outsourcing Company, may operate as an Employment Agency or Employment Business in the delivery of some of its services.

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NatWest is a major UK retail bank, providing every day banking services to over 19 million customers. The banks expertise and services span retail, commercial and private banking.AMS is a global workforce solutions partner committed to creating inclusive, dynamic, and future-ready workplaces. We help organisations adapt, grow, and thrive in an ever-evolving world by building, shaping, and optimising diverse talent strategies.We partner with NatWest to deliver their contingent recruitment processes. Acting as an extension of their recruitment teams, we connect them with skilled interim and temporary professionals, fostering workplaces where everyone can contribute and succeed.On behalf of NatWest, we are looking for a Digital Customer Journey Manager for a 6 Month contract based in London/Edinburgh, hybrid.Job Description - The RoleThis role is an opportunity to join Natwest in a collaborative and innovative team, focused on the Evelyn Partners & NatWest Group integrationYou will
continually identify opportunities across Digital Investing to digitise, improve and manage the customer and colleague journeys to deliver increased value and an effortless customer experienceIt is an opportunity to be at the heart of changing our customers' experiences, and how they bank with Natwest both now and in the future.What you'll do:Delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running effortlesslyMonitoring competitor activity across the journey portfolio and actively identifying responses to market changesManaging incidents effectively and looking for opportunities to increase resilience within the customer journeyMaking empowered decisions to deliver the prioritised digital journey backlogWorking in sprints as part of a self-organising team, you'll make sure that the bank place the customer at the heart of everything they do, while retaining a commercial drive.Building an understanding of, and
anticipating customer needs, and gathering early feedback on what will deliver value.The skills you'll need:Experience working within Digital Investing, Wealth Management, Private Banking, Asset Management, or Investment Platforms Experience supporting or contributing to M&A, business integration, platform migration, or large-scale transformation programmes. Expert knowledge of commercial management and analytics, customer data analytics, or segment management and designExperience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit our customersExpertise in product proposition and process design, change delivery, and customer experience design.Good knowledge of critical Agile capabilities and ways of working.The ability to identify and envision what the future of digital banking could look likeA proven ability to adapt to quickly changing environmentsA talented communicator who can inspire and engage both customers
and colleaguesNext stepsThere are plenty of reasons why NatWest is a great place to work in a temporary job; they are becoming a simpler Bank, which is more integrated and technology driven. You'll be helping to build a sustainable bank, committed to helping customers to succeed. We will only accept workers operating via an Umbrella or PAYE engagement model. If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course. AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment BusinessTPBN1_UKTJ