Customer Journey Transformation Program Manager

Finastra

Customer Journey Transformation Program Manager driving Finastra's Lending modernization initiative. Collaborating with Product, Sales, and Technology for customer readiness and successful platform upgrades.

Posted 7/9/2026full-timeRemote • 🇷🇴 RomaniaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals.
Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs.
Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities.
Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience.
Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations.
Track milestones, manage dependencies, and ensure timely delivery of key initiatives.
Prepare and deliver regular updates, insights, and recommendations to the COO leadership team.
Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making.
Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies.
Support the design of future state documentation strategies, workflows, governance models, and standards.
Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials.
Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team.
Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams.
Establish and document repeatable processes to improve efficiency and reduce operational friction.
Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content.
Ensure transformation artefacts are well organised, current, and easily accessible.

Requirements

What you’ll need

Proven experience in program management, transformation, operations, or consulting roles.
Proven ability to manage cross-functional initiatives in complex, matrixed environments.
Strong organisational and execution skills with attention to detail and follow-through.
Experience working closely with Product and Technology teams.
Excellent written and verbal communication skills, including the ability to synthesize information into clear insights for senior stakeholders.
Ability to operate effectively in ambiguous and fast-moving environments.
Preferred: Experience in financial services, lending, or fintech environments.
Preferred: Exposure to customer journey mapping, service design, or UX-related initiatives.
Preferred: Familiarity with documentation strategy, knowledge management, or content transformation.
Preferred: Experience supporting large-scale platform migrations or modernisation programs.

Benefits

Comp & perks

Enjoy unlimited vacation, subject to local regulations and business priorities.
Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Access confidential one-to-one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.
Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Access online learning and accredited courses through our Skills & Career Navigator tool.
Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

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Applicant Tracking System Keywords

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Hard Skills & Tools

Program ManagementTransformationOperationsCustomer Journey MappingService DesignDocumentation StrategyKnowledge ManagementContent TransformationKPI ManagementGovernance Structures

Soft Skills

Organizational SkillsExecution SkillsAttention to DetailWritten CommunicationVerbal Communication