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Transformation Manager
Transformation Manager
About the Role
Join us to help shape and deliver the bank of the future! If you're passionate about delivering outstanding customer and colleague experiences and want to develop your transformation leadership, strategic thinking, and influence, this opportunity is for you.
We’re seeking a Transformation Manager to lead the charge in increasing customer value and creating effortless customer experiences across our propositions, products, and services. You’ll join a fast-paced, customer-focused team, driving innovative thinking, influencing strategic priorities, and continuously challenging the business to elevate outcomes for both customers and colleagues.
This is an office-first role, with most of your time spent at our London office (250 Bishopsgate).
Responsibilities
As a Transformation Manager, you’ll play a pivotal role in:
- Shaping and delivering the customer value strategy, aligning transformation priorities to broader customer, colleague, and financial outcomes.
- Collaborating widely across the bank to:
- Identify strategic opportunities to digitise and enhance existing offerings.
- Develop compelling business cases, future solutions, and high-impact transformation plans.
- Drive customer and colleague experience improvement.
- Bridging the gap between executive ambition and initiative delivery, translating strategy into tangible outcomes.
- Building trusted relationships with senior stakeholders to ensure coordinated transformation delivery and decision-making.
- Deeply understanding transformation initiatives and business cases, distilling complex information for leadership.
- Aligning transformation priorities, ensuring plans, dependencies, and outcomes remain cohesive.
- Providing constructive challenge and collaborating with business areas to refine:
- Propositions, business cases, and initiatives.
- Strategies to simplify, digitise, and improve customer and colleague experiences.
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Skills & Experience
We're looking for:
✨ Passion for customer experience and continuous improvement.
🌟 A creative mindset, demonstrating a strong track record in:
- Leading complex transformation initiatives in a large, intricate environment.
- Influencing stakeholders at all levels.
- Shaping outcomes while driving innovation and leveraging digital technological advances.
- Delivering meaningful benefits for customers, colleagues, and the business.
📌 Key requirements:
- An independent thinker with critical thinking skills.
- Ability to convert complex problems into clear, actionable plans.
- Experience in:
- Customer, digital, or operational/business transformation.
- Ideally within banking or financial services.
- Strong record of:
- Influencing senior stakeholders.
- Crafting strategic recommendations, business cases, and priorities.
- Knowledge of:
- Retail banking trends.
- Customer journeys, propositions, and channels.
- Understanding of:
- Generative AI applications in retail banking, with practical experience in delivery.
- Strong communication skills for:
- Influencing and engaging diverse stakeholders.
- A challenger mindset, confident in engaging with senior leaders constructively.
- Strong stakeholder management, considering varied perspectives to achieve joint outcomes.
- Ability to translate strategy into practical delivery outcomes and future experiences.
- Proven adaptability in fast-changing environments, with the ability to learn at pace.
- Experience in developing and presenting business cases.
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🔹 Ideal, though not essential, experience includes:
- Operating model design.
- Business architecture.
- Strategic workforce planning.
- Workforce transformation.
- Organisational design.
- Post-graduate experience from leading management consultancies or comparable roles like:
- Strategy.
- Operating model/transformation.
- Workforce planning in large, complex organisations.
Practical Details
- Working hours: 35 per week
- Closing date: 07/07/2026
- Way of working: Office-first (HQ at 250 Bishopsgate, London)
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