Digital Journey Manager

Company: Empresaria Group plc

Location: London

Posted: April 11th, 2026

Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.
Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
Drive personalisation and segmentation strategies to create differentiated experiences for different customer types.
Ensure all digital journeys are compliant, accessible, and aligned with the brands promise.

Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
Lead test-and-learn experiments (A/B, multivariate testing) to optimise customer experiences.
Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.
Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
Influence stakeholders and align priorities across multiple business units.
Foster a culture of customer-centricity, innovation, and continuous improvement.

Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
Proven track record in digital product, journey, or experience management.
Strong knowledge of digital analytics, customer research, and CX methodologies.
Experience with journey mapping tools, A/B testing platforms, and personalisation technologies.
Ability to manage multiple projects with cross-functional teams in an Agile environment.
Excellent communication, stakeholder management, and influencing skills.

Experience in financial services, SaaS, or e-commerce customer journeys.
Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
Deep understanding of SMB customers and their digital needs
Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.

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