Join us as a Journey Developer, CX & Engagement

• We're looking for a Journey Developer to continue taking our high profile, client reward and engagement journeys - including our Thank You From Coutts reward programme to the next level
• You'll continually identify opportunities to digitise, improve and manage the client journey to deliver increased value and an effortless client experience, and to support new product, process and channel development and implementation
• It's an opportunity to expand your network across the Bank and be at the heart of changing our clients' reward experiences, and how they interact with us both now and in the future
• You will work from home most of the time with the expectation to be in the office one to two days per week

What you'll do

As our Journey Developer, you'll be responsible for managing and prioritising the journey backlog to improve the end-to-end client journey, including identifying opportunities to improve the client experience and optimise processes to support our 'responsible luxury' strategy. Working as part of a self-organising team, you'll make sure that we place the client at the heart of everything we do, while retaining a commercial focus. To do that you'll build an in-depth understanding of clients through MI and insight, so that you can anticipate their needs and understand what will deliver value.

With your expertise, you'll work with a range of luxury brand partners and internal business stakeholders, to help seek new opportunities which attract and engage clients and reward them for their loyalty.

Day-to-day, you'll be:

• Delivering, consolidating and automating all business performance and proposition activities that keep the client journey running effortlessly
• Managing the Crown-free reward proposition, including sourcing and reviewing offers, seeking stakeholder approval, maintaining digital content and analysing client response to continuously optimise performance and identify new opportunities
• Monitoring competitor and reward activity across the journey portfolio and actively identifying responses to market changes
• Managing incidents effectively and looking for opportunities to increase resilience within the client journey
• Making empowered decisions to deliver the prioritised digital journey backlog
• Overseeing that the commercial management and budgeting are aligned to plans

The skills you'll need

We're looking for someone who is client-centric, has a sound understanding of high net worth individuals, is data-led and can deliver great client value and outcomes. You'll have expertise in product proposition and process design, change delivery and customer experience design, and you'll have excellent stakeholder management skills.

We'll also expect:

• Expert knowledge of commercial management and analytics, client data analytics, or segment management and design
• An ability to leverage and interpret insight to help identify test and learn opportunities
• Experience of identifying and delivering innovative ideas that truly benefit our clients
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage clients, colleagues, and external suppliers
• Strong experience using Excel and Power BI

Hours
35

Job Posting Closing Date:
22/07/2026

Ways of Working:Remote First