Transformation Manager

• If you're passionate about delivering outstanding customer and colleague experiences and want to further develop your transformation leadership, strategic thinking and influence, we'd like to hear from you

• We'll look to you to help shape and deliver the bank of the future by delivering increased customer value and effortless customer experiences through various channels, propositions, products and services

• You'll be joining a fast-paced and customer-focused team driving innovative thinking, influencing strategic priorities and continually challenging the business to deliver more for customers and colleagues

• This is a hybrid role, with the flexibility to work from home while spending 3–4 days per week working from our London or Edinburgh offices

What you'll do

As a Transformation Manager, you'll play a key role in shaping and delivering our customer value strategy, aligning transformation priorities to wider customer, colleague and financial outcomes. Working collaboratively across the bank, you'll identify strategic opportunities to digitise, improve existing experiences, develop compelling business cases, create future solutions and drive the delivery of high-impact transformation priorities.

We are recruiting for multiple opportunities within our Transformation team and welcome applications from candidates with experience in customer and digital transformation, operating model design, business architecture, strategic workforce planning, organisational effectiveness, or enterprise-wide change delivery.

Your role will also involve:

• Bridging the gap between executive strategic ambition and initiative-level delivery, translating strategy into tangible outcomes

• Building trusted relationships with senior stakeholders to influence decision-making and ensure transformation plans are coordinated across the bank

• Developing an in-depth understanding of transformation initiatives and business cases, with the ability to distil complex information into clear recommendations for leadership stakeholders

• Driving alignment across transformation priorities, ensuring plans, interdependencies and outcomes remain coordinated

• Providing constructive challenge and working with business areas to shape stronger propositions, business cases and initiatives

• Identifying opportunities to simplify, digitise and improve customer and colleague experiences

The skills you'll need

You'll be passionate about customer experience and continuous improvement. Alongside a creative mindset, you'll have a strong track record of leading complex transformation activity, influencing stakeholders and shaping outcomes within a large and complex organisation.

You'll have experience driving innovative ideas and harnessing digital and technological advances that create meaningful benefits for customers, colleagues and the business.

We'll also be looking for:

• An independent thinker with strong critical thinking skills

• Ability to turn complex problems into clear, actionable plans

• Experience leading customer, digital, operational or business transformation initiatives, ideally in banking or financial services

• Strong track record of influencing senior stakeholders and shaping strategic recommendations, business cases and priorities

• Deep understanding of customer journeys, propositions and channels

• Knowledge of retail banking trends and evolving customer expectations

• Understanding of Generative AI applications in retail banking and practical delivery experience

• A talented communicator, able to influence and engage a wide range of stakeholders

• A strong challenger mindset, with the confidence to challenge senior stakeholders constructively

• Exceptional stakeholder management skills, with the ability to understand a wide range of perspectives and work towards a joint outcome

• The ability to translate strategy into practical delivery outcomes and future customer experiences

• A proven ability to adapt to quickly changing environments, learn at pace and encourage others to do the same

• Experience developing and presenting business cases

We're particularly interested in candidates with experience in operating model design, business architecture, strategic workforce planning, workforce transformation or organisational design, although this is not essential.

You'll ideally have post-graduate experience gained within a leading management consultancy or a comparable in-house role, such as strategy, operating model, workforce planning or transformation within a large, complex organisation.