Onboarding Journey Owner

Job Introduction

The Onboarding Journey Owner is responsible for owning and continuously improving the end-to-end customer onboarding journey across Handelsbanken UK to support delivery of a superior experience for our customers and to enable business growth. This includes understanding customer needs, designing the target experience and operating model, implementing improvements, and evolving the journey to deliver excellent customer and commercial outcomes. Working across multiple teams, the role holder will ensure onboarding is efficient, compliant, scalable, and customer-centric – leveraging digital solutions to enhance speed and relationship value.

Main Responsibilities 

Journey Ownership & Strategy

• Own the end-to-end onboarding journey from initial contact through to account activation and early lifecycle engagement, being the single point of accountability.
• Define and execute a clear vision and strategy for the onboarding journey aligned to business objectives and regulatory requirements 

Insight & Journey Design

• Understand and map the current onboarding journey informed by customer, employee, commercial & operational insight.
• Identify pain points and opportunities, and design journey improvements to deliver a superior customer experience, enable business growth, and support adherence to Consumer Duty and other key regulatory requirements. 
• Champion straight-through processing, automation, and self-service where appropriate, while preserving relationship-led differentiation.

Operating Model & Business Case Definition

1. Define the target operating model needed to support journey improvements, including processes, technology, policies, governance and organisation.
2. Develop business requirements and partner effectively with teams across the bank to translate them into deliverable solutions, including digital onboarding solutions (e.g., digital KYC, workflow automation).
3. Create robust business cases to secure funding for enhancements and create and maintain a prioritised delivery roadmap and improvement backlog.

Change Delivery & Business Enablement

• Translate journey improvements into clear, deliverable initiatives with defined outcomes and timelines.
• Lead and directly manage the execution of initiatives, ensuring they are successfully delivered to time, budget, and quality.
• Co-ordinate and work closely with teams across the bank – including Branch, Financial Crime Prevention, Compliance, Risk, Legal, Technology, Data and Product – to deliver change effectively.
• Support the successful adoption of new processes/solutions and improvements across the organisation.

Performance Management & Continuous Improvement

• Define and track key onboarding metrics (e.g., time to onboard, customer satisfaction, rework rates).
• Use customer, employee, commercial & operational insight to prioritise and drive ongoing improvements.
• Monitor emerging technologies and industry best practices to continuously evolve the onboarding journey.

Stakeholder Leadership & Compliance

• Ensure onboarding processes meet all regulatory, risk, and compliance requirements.

Ideal Candidate

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…

• Proven experience in journey ownership, customer experience, or transformation roles within banking.
• Strong strategic mindset with the ability to translate vision into executable roadmaps.
• Demonstrated experience delivering digital and operational transformation initiatives.
• Deep understanding of onboarding, KYC, AML, and customer due diligence within a regulated banking environment.
• Excellent stakeholder management and influencing skills across business and technology teams.
• Data-driven, customer-centric, and comfortable operating in complex organisations.

Company Information

Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products. 

The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation. 

Check our Handelsbanken website for further information

At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.  

What is in it for you?

• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development. 
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)

Application next steps

Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.   

How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk. 

This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.

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