Location: Hammersmith, London (Hybrid – 3 days in the office)
Rate: £41.00 per hour (Ltd/Umbrella)
Contract: 3 Months Temp-to-Perm
Are you passionate about driving meaningful change for customers? We’re looking for a dynamic and experienced Customer Journey Manager to join our team on a temporary basis, with the potential to become permanent.
In this key role, you will lead the design and continuous improvement of critical customer journeys across our organisation. Working within a collaborative, insight-led Customer Experience directorate, you'll champion the voice of the customer and drive enhancements that truly make a difference.
Key Responsibilities:
- Lead on the design and ongoing improvement of key customer journeys.
- Use project management and agile methodologies to deliver impactful change.
- Collaborate with cross-functional teams to implement journey-based enhancements.
- Champion customer-centric thinking and co-creation across the business.
- Share best practices with the wider Customer Journey & Insight team.
- Line manage, coach, and develop one Customer Journey Designer.
- Proven experience in project or programme management, ideally within customer experience.
- Strong knowledge of journey mapping, service design and agile delivery methods.
- Ability to influence and engage stakeholders across various levels.
- A collaborative mindset and commitment to customer-led design.
- Previous line management experience is desirable.
- Hybrid: Minimum 3 days in the office per week:
- 2 days at our Hammersmith base office
- 1 day at an office of your choice
