CX Process Improvement & Change Lead (Fully Remote) CX Process Improvement & Change Lead (Fully  …

Clear Bank
in London, United Kingdom
Permanent, Full time
Last application, 18 May 21
Clear Bank
in London, United Kingdom
Permanent, Full time
Last application, 18 May 21
Do you enjoy working somewhere where you can make an impact from day 1? Can your skills and capabilities contribute to creating a world-class bank and successful customer and user experiences? The revolution that the banking industry needs, can only truly be unlocked by hiring talented people who share our vision and passion.

About Us

ClearBank is the first clearing bank in the UK to design its entire IT system as a green field project. This unique approach enabled us to build systems free from legacy constraints with technology that transforms the banking experience and allows us to offer unique products and services to the market.

We have a defined Operational Excellence strategy that will enhance our ability to provide truly exceptional customer experiences and help us as we continue to scale at pace. We need a passionate, courageous, and exceptional individual to identify and implement process improvements and new feature changes across our Customer Experience teams.  

About the Role

The CX Process Improvement & Change Lead is responsible for identifying and delivering changes across customer and user journeys within ClearBank Customer Experience through people, process and systems.

The focus of this role is to:

  • Own the review of existing, and creation of new, customer journeys, ensuing accurate documentation.
  • Facilitate Lean process reviews to identify wastes and solutions to improve existing processes
  • Deliver identified process improvements
  • Provide continuous improvement awareness training and coaching to CX team members
  • Raise user stories for technical improvements
  • Work closely with the CX Operational Excellence SME to achieve the Operational Excellence objectives
  • Act in a consultative capacity to new projects to ensure they are designed in a waste free way.
  • Embed the continuous improvement framework and encourage the right mindset across the teams
  • Ensure process improvement and change implementation schedule aligns with and supports the banks New Product Delivery Roadmap

About you

We are always looking for motivated, courageous team players who are customer, user and delivery focused with an appetite to proactively innovate and do things differently. The ideal candidate will demonstrate strong stakeholder management and communication skills, with the ability to communicate transparently and concisely at all levels across the organisation. We hire people with a passion for working in a fast paced, rapidly scaling, customer-centric and innovative environment. Successful candidates will be adept at overcoming current challenges whilst keeping an eye on the long term vision.

This role would ideally suit a driven agilist who's spent a few years honing their process re-engineering and implementing measurable change in a regulated industry.

We would like to see:

  • Demonstrable record delivering process improvement in operational teams. Evidence of the differences you have made are more important than Lean or six sigma qualifications,
  • Experience delivering, managing, and reporting on change projects / programmes
  • Proven ability to lead, negotiate and influence people.
  • A curious mind with strong and creative problem-solving capability
  • A customer centric, collaborative working approach
  • Ability to interact confidently and professionally with colleagues at all levels of the organisation, including leading workshops.
  • Banking and / or Payments industry experience would be useful but not essential for quick learners with transferrable skills

What we offer

  • A supportive, challenging, and agile environment
  • You will become part of a high performing ambitious team
  • Opportunities to make a positive impact on the wider banking landscape

The legal bit…

By submitting your CV you confirm that you can demonstrate you have the right to work in the UK. Regretfully we are not in a position to sponsor applicants for immigration purposes at the current time. Our recruitment process includes reference, credit, and DBS checks. You are submitting your CV to ClearBank Limited who will use the information you provide for recruitment purposes and as otherwise permitted by the Data Protection Act 1998. You consent to our communicating with you by email and telephone for recruitment purposes.

Perks, benefits and rewards

Personal Development

  • Great learning and promotion opportunities


  • 32 holidays a year (including bank holidays)


  • Private medical and dental cover


  • 6% employer contribution through the ClearBank scheme


  • Enhanced maternity, paternity and adoption leave


  • 2 days off each year to do something bigger than ClearBank

Diversity & Inclusion

Diversity & Inclusion are key to our mission. At ClearBank we recognise and respect that each individuals unique perspectives are what allow us to to build the bank we all enjoy working in. We believe that the differences between people creates value. We focus on inclusion to create a safe and welcoming workplace culture which encourages and enables people to achieve their best, innovate, and most importantly speak up to make us better.

Clear Bank logo
More Jobs Like This
See more jobs