Are you passionate about customer experience, journey mapping, and driving meaningful change?
We’re looking for a Customer Experience Manager ( with experience in financial or insurance services) to take ownership of end-to-end customer journeys, ensuring experience is embedded into every stage of delivery.
This is a high-impact role where you’ll sit at the centre of customer experience, operational change, data insight, and proposition development, helping shape how services are delivered and experienced.
The Role:
You’ll lead the understanding and improvement of end-to-end customer journeys, working across teams to ensure every interaction is aligned, efficient, and delivers the best possible outcome.
You’ll collaborate closely with teams across operations, data, change, and proposition, bringing a holistic view of the customer across the full lifecycle, from acquisition through to servicing and retention.
- Lead customer journey mapping across multiple products and customer segments
- Identify key touchpoints, pain points, and opportunities to improve experience
- Analyse customer data, complaints, and service performance to drive insight-led improvements
- Embed customer experience into change initiatives and project delivery
- Assess the impact of change on customer journeys and outcomes
- Work closely with operations and delivery teams to ensure solutions are practical and scalable
- Support customer-focused decision making by clearly articulating impact and trade-offs
- Track and measure the success of CX improvements using data and performance metrics
- Ensure alignment with customer outcome and regulatory expectations
- Drive a culture of continuous improvement and customer-first thinking
About You:
- Experience in Customer Experience (CX), Journey Mapping, UX or Service Design
- Strong understanding of customer journeys within insurance or financial services
- Ability to run workshops, map journeys, and turn insight into action
- Strong stakeholder management skills with the ability to influence across teams
- Experience working within a change, transformation, or delivery environment
- Comfortable using data and insight to drive decisions
Bonus if you have …
- Experience within a PMO or change delivery function
- Exposure to operational excellence or process improvement
- Knowledge of Consumer Duty or customer outcome frameworks
- Experience working with data, MI, or insight teams
The Offer:
Great teams
Ongoing development and opportunities for career progression
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