Top Tech Jobs & Startup Jobs in London

Lead end-to-end management of critical incidents for Credit Card and Personal Loan portfolios, coordinate stakeholders and Incident Specialists, minimise customer impact, drive investigations and remediation, ensure regulatory compliance (FCA, PRA, Consumer Duty), and conduct post-incident reviews to reduce future risk.

Lead analysis of customer feedback, complaints and operational data to identify journey pain points and improvement opportunities. Map end-to-end processes, gather requirements, produce user stories and reports, and support delivery of change across Business Banking to improve customer experience and reduce customer effort.

Support development and delivery of performance marketing plans across Customer Marketing Squads. Lead budget management, forecasting and reporting, analyse performance data to identify trends, risks and optimisation opportunities, set targets and measurement frameworks, ensure governance and controls, and build stakeholder relationships to drive data-driven decision making and continuous improvement.

Lead development and oversight of 1:1 marketing planning, aligning marketing strategy with commercial objectives. Drive performance measurement, budget management, stakeholder engagement, reporting, and operational planning processes to optimise ROI and marketing outcomes.

Lead and embed a data-led operational excellence agenda within Customer Operations, coach leaders, design governance frameworks, drive measurable efficiency and cost-to-serve improvements, simplify processes, and build sustainable continuous-improvement capability while keeping customer experience central.