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Transformation Manager
About the Role
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 seek a Transformation Manager to help shape and deliver the bank of the future—increasing customer value and offering effortless customer experiences through channels, propositions, products, and services.
This is an office-first role, primarily based at our London office on 250 Bishopsgate. You’ll join a fast-paced, customer-focused team, driving innovative thinking, prioritising strategic objectives, and continuously challenging the business to enhance outcomes for both customers and employees.
Key Responsibilities
As a Transformation Manager, your role will span:
- Shaping and delivering our customer value strategy, aligning transformation priorities with customer, colleague, and financial outcomes
- Collaborating across the bank to identify strategic opportunities for digitisation, experience improvement, and future development
- Crafting business cases, designing future solutions, and driving high-impact transformation initiatives
- Acting as the bridge between executive strategic ambitions and initiative-level delivery, translating strategy into actionable outcomes
- Influencing senior stakeholders and ensuring transformation plans are coordinated and connected across the business
- Translating complex transformation details into clear insights, providing recommendations for leadership
- Maintaining alignment across transformation priorities, ensuring dependencies and outcomes remain cohesive
- Challenging business areas with constructive input to refine propositions, business cases, and initiatives
- Streamlining customer and colleague experiences through digitisation and simplification
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We welcome multiple opportunities within our Transformation team, including candidates with experience in:
- Customer and digital transformation
- Operating model design
- Business architecture
- Strategic workforce planning
- Organisational effectiveness
- Enterprise-wide change delivery
Core Requirements
- Passion for customer experience coupled with a continuous improvement mindset
- Proven experience leading complex transformation initiatives in large, dynamic organisations
- Ability to influence stakeholders and shape strategic outcomes in a challenging environment
- Track record of digital harnessing to deliver meaningful benefits for customers, employees, and the business
- Strong preference for candidates with experience in:
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- Customer, digital, operational, or business transformation (ideally within banking or financial services)
- Influencing senior leadership on strategic recommendations and prioritisation
- Developing and analysing customer journeys, propositions, and channels
- Understanding retail banking trends and evolving customer expectations
- Generative AI applications in retail banking, ideally with delivery experience
- Crafting and presenting business cases
Key Competencies
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Independent thinker with sharp critical analysis skills
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Aptitude for breaking down complex problems into clear, executable plans
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Seasoned stakeholder manager, adept at diverse perspectives for collaborative outcomes
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Strong advocacy skills, engaging and influencing a wide range of audiences
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Constructive mindset: Ability to challenge senior decision-makers with impactful feedback
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Agility to adapt in fast-paced environments and foster continuous learning across teams
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Preference for post-graduate experience in firms like leading management consultancies or comparable internal roles such as:
- Strategy leadership
- Operating model optimisation
- Workforce planning
- Transformation or transformation delivery within large, complex organisations
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