Customer Journey Manager
8 days ago
City of London
HCLTech is a global technology company, home to more than 220,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Role Overview As a Customer Journey Manager (CJM), you will support the delivery of Trade Surveillance remediation and change within the Markets Platform. The role focuses on owning and improving end-to-end surveillance journeys, ensuring regulatory, risk, and delivery outcomes are clearly translated into prioritised, deliverable work. Working closely with Product Owners, Engineering, Data, and COO Surveillance teams, you will ensure surveillance change is designed early, dependencies are understood, and delivery remains aligned to regulatory commitments and strategic priorities. Key Accountabilities 1. Trade Surveillance Customer Journey • Own and maintain the end-to-end Trade Surveillance journey, spanning:, • Trading activity and product coverage, • Data ingestion, enrichment and quality, • Alert generation, tuning and downstream investigation outcomes, • Create and maintain journey maps, process flows, and surveillance narratives that link business intent to technical implementation, • Act as a subject matter contributor for Trade Surveillance journeys, supporting:, • Identification of capability gaps, • Prioritisation trade-offs, • Residual risk considerations 1. Cross-Platform & Integration Support • Support integration across:, • Trading Hub, • Surveillance platforms, • Data platforms (e.g., ODP / FDP), • Work with Product Owners and Engineers to:, • Identify dependencies and sequencing risks, • Ensure surveillance requirements are considered early in platform or product change, • Raise delivery risks or gaps through governance where surveillance outcomes may be impacted 1. Surveillance Support for Growth & Change • Support surveillance readiness for new product onboarding and growth initiatives, including:, • New venues and liquidity, • Extension of coverage across asset classes or strategies (e.g., swaps, futures), • Ensure surveillance requirements are understood and reflected within:, • New product approval processes, • Trading Hub onboarding activity, • Represent surveillance considerations within planning and prioritisation discussions at feature and lab level 1. Prioritisation, Planning & Delivery Alignment • Support integrated views across (text partially visible in image) Skill Requirements – Customer Journey Manager (Trade Surveillance) 1. Domain & Functional Expertise • Strong understanding of Trade Surveillance within Capital Markets (Markets/Equities/Derivatives), • Knowledge of end-to-end surveillance lifecycle, including:, • Trading activity and product coverage, • Alert generation, tuning, and investigation workflows, • Regulatory and risk compliance frameworks, • Familiarity with new product onboarding processes and surveillance impact assessment, • Awareness of multiple asset classes (e.g., swaps, futures, equities) 1. Data & Platform Understanding • Hands-on exposure to:, • Data ingestion, enrichment, and data quality management, • Surveillance data flows and pipelines, • Experience working with data platforms (e.g., ODP, FDP or similar enterprise data lakes), • Ability to translate business surveillance requirements into data/technical specifications 1. Journey Mapping & Business Analysis • Expertise in:, • Customer journey mapping (end-to-end process definition), • Process flow creation (BPMN/Visio or equivalent), • Surveillance narratives/documentation, • Strong business analysis skills, including:, • Gap analysis, • Capability assessment, • Requirement elicitation and documentation 1. Integration & Cross-Platform Experience • Experience working across:, • Trading platforms / Trading Hub systems, • Surveillance platforms, • Enterprise data platforms, • Ability to:, • Identify dependencies and sequencing risks, • Support cross-platform integration initiatives, • Ensure early alignment of surveillance requirements in change delivery 1. Risk, Governance & Delivery Alignment • Strong understanding of:, • Risk identification and mitigation, • Regulatory compliance and governance frameworks, • Experience in:, • Raising and managing delivery risks, gaps, and controls, • Supporting prioritisation trade-offs and residual risk decisions 1. Stakeholder Management & Collaboration • Proven ability to work with:, • Product Owners, • Engineering teams, • Data teams, • COO / Operations stakeholders, • Strong communication skills to bridge business and technology teams, • Ability to influence planning, prioritisation, and decision-making forums 1. Change & Delivery Experience • Experience supporting:, • Regulatory change and remediation programs, • Growth initiatives and platform enhancements, • Exposure to:, • Agile delivery environments (Scrum / SAFe preferred), • Feature-level planning and lab-level prioritisation 1. Nice-to-Have Skills • Experience with surveillance tools/platforms (Actimize, SMARTS, etc.), • Knowledge of financial regulations (e.g., Market Abuse, MiFID II), • Exposure to data analytics / SQL for validation or investigation