Customer Journey Manager

End Date

Tuesday 29 September 2026

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key supporting role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for supporting the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Role responsibilities

Understand

• Understands end to end journey with support
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with supervision and lead on Customer Journey and process maps (e.g Visio)

Optimise

• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
• Often displays a continuous improvement mindset to their journey

Orchestration

• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

Job Description

Uses the knowledge management system to access required information for specific purposes.

Works independently to collate and analyse data using pre-determined tools, methods and formats.

Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.

Accesses required information for specific purposes using the data management system.

Organises and prepares complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for special reports.

Develops personal capabilities using existing formal and informal training opportunities.

Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.)

Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities.

Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.

Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.

Supports others by performing prescribed product development/engineering activities (e.g., analysing client situations, interpreting data, etc.) using existing procedures.