Senior Customer Journey Manager

End Date

Tuesday 29 September 2026

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Role responsibilities:
Understand:
• Independently understands the end-to-end journey
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with limited supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise:
• Continually evaluates the effectiveness of the journey from a customer and business perspective
• Displays a continuous improvement mindset to their journey
Orchestration:
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

Job Description

Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.

Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.

Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.

Delivers prescribed outcomes by working as directed within established data management systems and procedures.

Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.

Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required.

Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when required.

Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.

Analyses and evaluates the feasibility/relevance of proposals for complex products/services, then develops and amends as necessary with guidance from senior colleagues and/or supervises activities performed by a product development/specialist team.

Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.

Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.