JOB DESCRIPTION

Job Title: Lead Customer Journey Manager – D2C Investments
Location: Leeds, Edinburgh or London
Salary : £76,194 - £89,640
Hours : Full time
Working Pattern : Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices.

WHAT YOU’LL BE DOING:

• Customer Journey Leadership: You’ll play a pivotal role in product development—supporting Product Owners and cross-functional teams to understand, measure, and orchestrate customer journeys. Ensuring the customer remains at the heart of all experiences, both internal and external.
• Journey Mapping & Continuous Evaluation: Lead the creation and maintenance of customer journey and process maps (e.g. Visio), continuously evaluating their effectiveness and driving improvements based on customer and business needs.
• Data-driven Decision Making : Independently integrate insights from diverse data, systems, and processes, helping the team make sense of this information and apply it to prioritisation and design decisions.
• Cross-Functional Teamwork : Orchestrate efforts across Product, Experience Design, and Engineering to ensure the intended user experience is accurately represented and delivered, breaking down silos to enhance journey effectiveness.
• Team Development & Support : Coach and support, lead team performance, and act as a point of escalation—fostering growth and alignment with business objectives.
• Champion of Continuous Improvement : Model a continuous improvement attitude, bringing external insights and leadership aligned with the organisation’s core values to elevate journey standards.