Job reference 340938
Customer Journey Manager – London/Hybrid
Competitive salary plus £4,800 car allowance, healthcare, 18% annual bonus potential, 27.5 days annual leave (plus bank holidays) with increase based on service and a company pension scheme with highly competitive contribution rates. Permanent, full time.
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, e‑commerce, 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.
Extra Benefits
- Family‑friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
- Supportive and generous company sick pay.
- Funded dental – manager eligible for employer‑funded dental insurance.
- Health assessment – manager eligible for an employer‑funded health assessment every two years.
- Benefits account – access to the ‘My Bundle+’ platform with over 800 retail offers.
- Your wellbeing – 24/7 access to services and tools for physical, mental, financial and social support (free for everyone).
- Available only to permanent employees.
Equal Opportunities
Royal Mail Group is committed to inclusion and represents all communities we serve. We welcome applications from all individuals, including members of the armed forces, veterans, cadet instructors and their families.
We are committed to ensuring an inclusive recruitment process. If you require adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please visit https://www.internationaldistributionsservices.com/en/about-us/.
Closing date: 17th July 2026.
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