Customer Journey Manager – London/Hybrid

Job reference 340938

Customer Journey Manager – London/Hybrid

Competitive salary plus £4800 car allowance, healthcare, 18% annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates. Permanent, Full time. Royal Mail Farringdon.

About the role

• Own end‑to‑end performance across key customer journeys including Send, Tracking, Redelivery and Help & Contact.
• Use data and customer insight to identify friction, drop‑off points and commercial opportunities.
• Build business cases for journey improvements, linking customer outcomes to commercial impact.
• Work closely with Product teams to prioritise requirements and shape delivery roadmaps.
• Drive optimisation initiatives that improve conversion, completion rates and digital self‑service.
• Partner with Marketing, UX, Content and Analytics teams to deliver seamless customer experiences.
• Provide regular reporting and recommendations on journey performance, customer satisfaction and revenue outcomes.

About you

• Experience in digital journey management, ecommerce, product or digital optimisation roles.
• Strong commercial acumen with the ability to translate data into actionable business decisions.
• Proven track record of improving digital customer experiences and measurable performance outcomes.
• Confident working with data, analytics and customer insight to prioritise improvements.
• Experienced influencing cross‑functional stakeholders in complex environments.
• Comfortable balancing strategic thinking with hands‑on delivery and execution.
• Excellent communication skills with the ability to present recommendations clearly and confidently.

Benefits

• Enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
• Generous sick pay.
• Funded dental insurance eligible for managers.
• Employer funded health assessment every 2 years for managers.
• Personal benefits account on the My Bundle+ platform with over 800 retail offers.
• 24/7 access to wellbeing services and tools for physical, mental, financial and social support.

Legal Notice

Royal Mail Group is committed to inclusion and represents the diverse communities we serve. We welcome applications from all individuals, including those from the Armed Forces community, cadet instructors and spouses/partners. We provide adjustments to support you during the hiring process.

Closing Date: 17th July 2026. This advert may close early if the appropriate number of applications has been reached.

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