JOB TITLE: Senior Customer Journey Manager
LOCATION(S): Leeds and Halifax
HOURS: 21 (Part-time)
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
What you’ll be doing
- Making a genuine difference to customers and colleagues by shaping the experience and influencing product team prioritisation
- Working with the latest tech to shape brilliant Office and Retail experiences
- Learning or gaining qualifications through work
- Being a key part of the team that launches a new product/service/innovation
The role sits within our People and Places division and is part of the Modern Workplace team; the teams’ job is to design the experience for colleagues in the workplace and also in our Retail Branches. If you are passionate about designing amazing spaces that are human‑centric, relentless curious about how to make life better for our thousands of colleagues both in terms of space and tech this role is perfect for you!
As a Senior Customer Journey Manager you’ll:
- Lead a team of between 6 and 8 Customer Journey Managers
- Lead on defining and measuring the target Customer Experience, or Macro Journeys
- Be a fantastic story‑teller with an ability to bring to life the experience you are aiming to create and who this will serve in both a simple but engaging way
- Be empathic and curious about our colleagues and why they do what they do with a drive to understand and improve their experience whilst meeting the businesses objectives
What we’re looking for?
Essential skills for this Senior Customer Journey Manager role:
- Evidence of experience in customer experience design roles
- At least 5 years of experience in leading high performing teams
- Experience in Figma software to story‑tell, agile methodology and tool, proficient in JIRA and Confluence
- Strong stakeholder management skills and ability to present to senior stakeholders
And any experience of these would be great
- Evidence of experience in designing retail and/or office environments
This is a place for you
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance‑related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
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