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About the Role

We are seeking a highly driven and adaptable Customer Journey Transformation Program Manager to support a critical modernisation initiative within the Lending business unit. This individual will operate at the intersection of the COO, Product (CPO), Sales (CRO) and Technology (CTO) organisations to ensure customers are prepared for upcoming platform upgrades and migration journeys. This is a high impact, hands on role requiring a versatile operator who can bring structure to complex transformation efforts, and drives measurable execution. The role will play a pivotal part in enabling customer readiness, shaping future state journeys, and providing insight and guidance to the COO leadership team. This role is central to the success of the Lending modernisation program. By ensuring our customers, and internal teams, are ready for the transformation journey, this role will directly impact adoption, customer satisfaction, and the long-term scalability of our platform.

Responsibilities

Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals.
Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs.
Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities.
Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations.
Track milestones, manage dependencies, and ensure timely delivery of key initiatives.
Prepare and deliver regular updates, insights, and recommendations to the COO leadership team.
Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies.
Support the design of future state documentation strategies, workflows, governance models, and standards.
Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials.
Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams.
Establish and document repeatable processes to improve efficiency and reduce operational friction.
Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content.
Ensure transformation artefacts are well organised, current, and easily accessible.

Requirements

Proven experience in program management, transformation, operations, or consulting roles.
Proven ability to manage cross-functional initiatives in complex, matrixed environments.
Strong organisational and execution skills with attention to detail and follow-through.
Experience working closely with Product and Technology teams.
Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders.
Ability to operate effectively in ambiguous and fast-moving environments.
Experience in financial services, lending, or fintech environments.
Exposure to customer journey mapping, service design, or UX-related initiatives.
Familiarity with documentation strategy, knowledge management, or content transformation.
Experience supporting large-scale platform migrations or modernisation programs.

Skills

Execution Excellence
Cross-functional Influence
Strategic Thinking
Customer-Centric Mindset
Adaptability

Location

Global

Work Type

Hybrid

Experience Level

Program Management
Transformation
Operations
Consulting

Benefits

Unlimited vacation
Hybrid working arrangements
Paid time off for voting
Bereavement leave
Sick leave
Confidential one‑to‑one support through Employee Assistance Program
Connect with Wellbeing Champions and Gather Groups
Monthly wellbeing events and initiatives
Medical insurance
Life insurance
Disability insurance
Retirement plans
Lifestyle benefits
Paid time off for volunteering
Donation‑matching opportunities
Inclusion communities
Online learning
Accredited courses through Skills & Career Navigator
Global recognition program
Regular employee surveys
Paid holidays
Flexible working hours
Pension plan
Comprehensive health initiatives

About the Company

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry.
Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
We are building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey.
We believe growth is a shared commitment.
We offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications.
You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future.
Our career development isn’t just a program—it’s a promise.
With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change.
We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers.
There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area.
Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth.
With us, you can grow, innovate, and make a real impact.
We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes.
We emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development.
Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture.
We are committed to creating a workplace where you feel valued and respected.
We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem.
This philosophy is at the heart of our culture and the way we work.

Equal Opportunity

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences.
We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.
We strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem.
This philosophy is at the heart of our culture and the way we work.