We’re looking for a Senior Customer Journey Product Manager to play a pivotal role in shaping and delivering outstanding, end-to-end customer experiences. This is a high-impact leadership position at the centre of transformation, where you’ll own and define the journeys that matter most to our customers.
You’ll set a clear vision for simple, intuitive and digitally enabled experiences, ensuring journeys are seamless across channels, suppliers and touchpoints. Acting as the senior voice of the customer, you’ll champion low-effort, high-quality interactions and ensure every change delivers measurable value.
This is a 9-12 month fixed term contract.
This role is equally about building capability and leading through influence—establishing standards, aligning stakeholders and embedding a product-led, customer-first mindset across the organisation.
Key Responsibilities
- Own and define critical customer journeys, including future‑state, digital‑first designs
- Lead end-to-end experience design (journeys, channels and communication strategies)
- Act as the senior CX authority, governing all customer‑impacting change
- Define and track journey performance metrics, identifying friction and driving continuous improvement
- Manage and prioritise a backlog of journey enhancements, translating CX needs into deliverable outcomes
- Influence and align senior stakeholders across CX, Operations, Technology and Commercial teams
- Drive standardisation to reduce complexity and enable scalable delivery
- Ensure consistency across all suppliers, channels and customer touchpoints
What you’ll bring
- Proven experience owning and optimising customer journeys or products in complex organisations
- Strong track record delivering cross‑functional transformation initiatives
- Experience in digital transformation and/or operational service environments
- Ability to simplify complex processes into intuitive, customer-friendly experiences
- Demonstrated ability to influence senior stakeholders
- Data‑led mindset, with experience using insights to drive prioritisation and performance
Knowledge & expertise
- Deep understanding of customer journey management and service design
- Knowledge of digital‑first and multi‑channel engagement models
- Strong understanding of agile and product‑led delivery frameworks
- Awareness of regulatory/compliance considerations in customer journeys
Technical Skills
- Customer journey mapping and service design
- Translating business needs into user stories and requirements
- Backlog ownership and value‑driven prioritisation
- Data analysis and performance measurement (customer effort, satisfaction, conversion)
- Familiarity with agile tools (Jira, Scrum, Kanban)
Key behaviours
- Customer‑first mindset with a passion for simple, effective experiences
- Strategic thinker who can balance long‑term vision with delivery
- Strong stakeholder management and influencing skills
- Collaborative and able to work across diverse teams
- Proactive problem solver with a solution‑led approach
- Resilient and adaptable in a fast‑paced, transforming environment
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