Project Manager – Customer & Client Journey Transformation

Project Manager – Customer & Client Journey Transformation

Location: Glasgow

Albany Beck is scaling its Change & Transformation practice and is supporting a large-scale Customer & Client Journey Transformation Programme within a leading Investment Bank. The programme focuses on simplifying and accelerating how customers and clients interact with the bank, reducing manual touchpoints, enabling digital and self-service journeys, and improving end-to-end operational efficiency.

We are seeking an experienced Project Manager to join the delivery team. This is a hands-on role for someone who enjoys driving tangible improvements in how services are delivered, translating process change and operational improvements into faster, easier experiences for customers, clients, and frontline teams.

Role Purpose

The Project Manager will play a key role in delivering initiatives that drive measurable improvements across customer and client journeys, with a focus on speed, efficiency, and operational effectiveness.

You will support end-to-end delivery across process, data, and operational change, ensuring that initiatives are executed effectively and embedded into day-to-day operations. The role requires strong delivery discipline, attention to detail, and the ability to manage multiple priorities within a fast-paced financial services environment.

Key Responsibilities

• Develop and manage detailed delivery plans aligned to customer and client journey improvements
• Drive execution of process, data, and operational changes that reduce friction and manual effort
• Coordinate initiatives that enable digital and self-service journeys, reducing dependency on call-based servicing
• Track delivery of outcomes such as turnaround time reduction, simplified handoffs, and improved operational efficiency
• Establish and maintain strong governance, including RAID logs, reporting packs, and delivery tracking
• Proactively identify and resolve risks, issues, and dependencies that could impact journey improvements
• Work closely with operations, technology, and change teams to ensure solutions are practical, scalable, and adopted
• Support operational readiness and change adoption, ensuring new ways of working are embedded effectively
• Contribute to continuous improvement of delivery approaches and project controls

Key Skills & Experience

• Proven Project Management delivery experience within financial services
• Experience delivering customer or client journey improvements through process and operational change
• Strong governance, tracking, and reporting discipline
• Experience within Commercial Banking or Corporate Banking environments
• Ability to manage multiple priorities across complex, cross-functional initiatives
• Highly structured, organised, and delivery-focused mindset
• Experience working closely with operational and frontline servicing teams
• Confident stakeholder manager, comfortable navigating matrixed organisations