Customer Journey Transformation Program Manager

This is a fully remote position, open to applicants in Romania.

📋 Description

• Collaborate with Product and Technology teams to enhance and optimize the complete customer journey in alignment with modernization objectives.

• Assist in the revision and improvement of the upgraded customer journey, ensuring it meets future product capabilities and customer requirements.

• Partner with COO services and support teams to prepare customers for migration and upgrade processes, both operationally and experientially.

• Create new modernized frameworks, playbooks, and guidelines to ensure a uniform onboarding and transition experience for customers.

• Aid in implementing the COO-led transformation program by coordinating activities across Product, Technology, Sales, and Operations.

• Monitor milestones, manage dependencies, and guarantee timely execution of critical initiatives.

• Prepare and present regular updates, insights, and recommendations to the COO leadership team.

• Maintain governance structures, dashboards, KPIs, and reporting frameworks to promote transparency and informed decision-making.

• Evaluate the current landscape of customer-facing documentation, support materials, and service content to identify gaps, redundancies, and inconsistencies.

• Assist in designing future documentation strategies, workflows, governance models, and standards.

• Drive the execution and utilization of documentation enhancements, which includes restructuring, content updates, and material migration.

• Ensure that all materials are clear, accessible, and aligned with the evolving customer journey in collaboration with the marketing team.

• Develop and maintain playbooks, repositories, templates, and taxonomies to guarantee consistency and scalability across the Services and Support teams.

• Establish and document repeatable processes to enhance efficiency and minimize operational friction.

• Equip Services, Success, and Support teams with high-quality, consistent narratives, product summaries, and customer-facing content.

• Ensure that transformation artifacts are well-organized, up-to-date, and easily accessible.

⛳️ Requirements

• Demonstrated experience in program management, transformation, operations, or consulting roles.

• Proven capability to manage cross-functional initiatives in complex, matrixed environments.

• Strong organizational and execution abilities with a keen attention to detail and follow-through.

• Experience working closely with Product and Technology teams.

• Exceptional written and verbal communication skills, including the capacity to distill information into clear insights for senior stakeholders.

• Ability to thrive in ambiguous and rapidly changing environments.

• Preferred: Experience in financial services, lending, or fintech sectors.

• Preferred: Exposure to customer journey mapping, service design, or UX-related projects.

• Preferred: Familiarity with documentation strategies, knowledge management, or content transformation.

• Preferred: Experience in supporting large-scale platform migrations or modernization initiatives.

🏝️ Benefits

• Enjoy unlimited vacation, in accordance with local regulations and business priorities.

• Benefit from hybrid working options and inclusive policies, such as paid time off for voting, bereavement, and sick leave.

• Access confidential one-on-one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and participate in monthly events and initiatives designed to help you thrive—both at work and in life.

• Medical, life, and disability insurance, along with retirement plans, lifestyle benefits, and more.

• Paid time off for volunteering and matching donation opportunities to support causes that are important to you.

• Engage in our inclusion communities, including Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to all who wish to participate and contribute.

• Access online learning and accredited courses through our Skills & Career Navigator tool.

• Participate in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and working methods.