Customer Journey Change Manager (Retail 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.

Our Contingent Workforce Solutions (CWS) is one of our service offerings. 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.

Our client, a major UK retail bank, provides every day banking services to over 17 million retail customers. The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking.

On behalf of this organisation, AMS are looking for a Customer Journey Change Manager for a contract due to run until December 2026 based in either the Edinburgh or London office on a hybrid working model.

Purpose of the role:

The Customer Journey Change Manager will be responsible for the delivery, governance and successful adoption of change across Savings and Current Account journeys.

This role blends journey development with strong change-management leadership, ensuring that all improvements are well-planned, well-controlled and deliver meaningful customer and business outcomes.

What you'll do:

• Lead end-to-end change delivery across customer journeys, coordinating multiple initiatives and ensuring readiness across all impacted areas.
• Shape and refine user stories, working closely with technology teams to guide build activity for new and enhanced journey features.
• Own change governance, ensuring all activity complies with internal frameworks, risk controls, and regulatory requirements.
• Maintain RAID, manage risks and issues proactively and ensure clear escalation and resolution pathways.
• Provide structured change planning, including impact assessments, delivery timelines, stakeholder alignment, and adoption planning.
• Consolidate and report progress, performance and readiness to senior stakeholders.
• Strengthen journey resilience by managing incidents, identifying root causes, and embedding preventative improvements.
• Monitor competitor and market activity to inform change priorities and ensure journeys remain competitive and customer-centric.

The skills you'll need:

• Strong leadership experience in business change, transformation or journey management.
• Demonstrable experience in analysing and improving end-to-end customer journeys.
• Show a customer-focused mindset with a drive to simplify, digitise and improve end-to-end journeys.
• Proven ability to lead cross-functional teams and influence delivery.
• Deep understanding of change governance, risk management and internal control frameworks.
• Experience partnering with technology teams to shape requirements and deliver high-quality change.
• A structured, disciplined approach to planning, delivering and embedding change.
• Experience within Retail Banking, ideally within Savings/Current Accounts (desirable).

Next steps

This client 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 Business