Customer Journey Manager

We are looking for a Customer Journey Manager (CJM) to play a crucial role in product development by working closely with the Product Owner and the broader product team. The CJM will focus on understanding, measuring, and managing customer journeys with a strong emphasis on technology integration and collaboration across functions. This position is key to interpreting customer insights that influence prioritization and design decisions, ensuring the entire customer experience—both internal and external—is optimized and continuously enhanced.

Key Responsibilities

- Independently map and analyze the complete customer journey by integrating insights from various data sources, processes, and systems related to the customer experience.
- Lead the creation and upkeep of customer journey and process maps using tools such as Visio, requiring minimal supervision.
- Continuously assess the effectiveness of customer journeys from both customer and business perspectives, promoting a culture of ongoing improvement.
- Coordinate cross-functional alignment to ensure journey effectiveness, understanding wider organizational contexts and building consensus when needed.
- Conduct research using primary data sources to identify key themes, trends, and gaps in current processes, systems, and procedures.
- Apply established change management programs to address identified issues and deliver targeted outcomes.
- Write and edit materials tailored to different audiences, ensuring the tone and content are appropriate for each group.
- Develop personal skills through formal and informal training and provide coaching to colleagues as required.
- Support team goals by performing designated research activities within existing systems and protocols.
- Analyze and evaluate proposals for complex products or services, refining them under senior guidance and overseeing product development or specialist teams.
- Meet customer needs related to straightforward products and services by following standardized protocols and providing back-office support to customer advisor teams.
- Contribute to strategic planning efforts under senior leadership guidance.

Required Qualifications

- Proven experience in customer journey mapping and process optimization within a product development setting.
- Strong analytical skills with the ability to synthesize data from multiple sources to support decision-making.
- Proficiency in tools like Visio for journey and process mapping.
- Demonstrated ability to work independently and lead cross-functional initiatives.
- Excellent communication skills, capable of tailoring messages for diverse audiences.
- Experience applying change management principles to improve processes and systems.
- Commitment to continuous personal development and the ability to coach others.

Preferred Qualifications and Benefits

- Experience working in hybrid or flexible working environments.
- Familiarity with strategic planning systems and supporting product development teams.
- Collaborative approach to working with Product, Experience Design, and Engineering teams to ensure alignment on user experience goals.
- Support for flexible working arrangements, including hybrid options.

This role offers the chance to shape customer experience at a strategic level while benefiting from a supportive and flexible work environment.