Customer Experience Delivery Manager

Hollybank Trustees Ltd; Leeds; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Hollybank Trustees Ltd in the United Kingdom is seeking an experienced Customer Experience professional to lead end-to-end client and partner journeys. You will own the design, roadmap, delivery and ongoing performance of assignments, translating strategic priorities into practical delivery plans across Product, Digital, Operations and Service teams.

You will bring customer insight, data and governance awareness to shape journey design, set priorities, and drive measurable improvements that

Qualifications

• Experience in Customer Experience, Journey Management or Service Design in a complex organisation.
• Proven track record delivering end-to-end customer journeys from requirements to delivery.
• Ability to translate strategic priorities into journey roadmaps and delivery plans.
• Strong data-informed decision making using customer insight and performance measures.
• Excellent influencing and stakeholder management to align cross-functional teams.
• Experience in FCA-regulated or similarly complex regulated environments (preferred).

Responsibilities

• Own design, roadmap, delivery and ongoing performance of end-to-end journeys.
• Translate strategy into prioritised journey backlogs and plans.
• Use customer insight and data to shape journey design and priorities.
• Coordinate Product, Digital, Operations, Data and Service teams to drive change.
• Lead decisions on journey scope and prioritisation, aligned to product direction.
• Measure outcomes and optimise journey performance to realise benefits.
• Champion client-focused innovation while meeting regulatory requirements.

Skills

Customer Experience

Customer Journey Management

Service Design

Product Delivery

Stakeholder Management

Job description

Salary details: circa, dependent on expereince

Permanent

Full-time

Hybrid

Are you an experienced Customer Experience professional who can turn product strategy, proposition requirements and customer insight into meaningful, measurable change?

Can you take ownership of complex end-to-end customer journeys, translating strategic priorities into clear delivery plans and bringing teams together to make improvements happen?

Could you combine customer focus with strong delivery capability, ensuring products and propositions translate into better experiences and outcomes?

You’ll help shape how people experience StepChange, taking strategic product and proposition requirements and leading how these are brought to life across our end-to-end client and partner journeys.

While our Product and Proposition teams shape what we offer and set the strategic direction, you’ll take that direction and lead how it translates into the customer experience – from journey design and prioritisation through to delivery, implementation and continuous optimisation.

You’ll bring together customer insight, data, product strategy and operational expertise to create clear journey roadmaps and practical delivery plans. Working across Product, Digital, Operations, Data, Service and third-party teams, you’ll provide the direction and momentum needed to move priorities through to delivery and create measurable value for our clients, colleagues and the charity.

This isn’t a customer experience role focused solely on insight or journey mapping. You’ll be accountable for turning product and proposition priorities into delivered customer experiences, shaping the journey, setting priorities, influencing decisions, overcoming barriers and continually improving performance.

Your role

You’ll take ownership of a portfolio of client and partner journeys, leading how product and proposition priorities are translated into experiences that work effectively for our clients and the organisation.

You’ll:

• Own the design, roadmap, delivery and ongoing performance of assigned end-to-end client and partner journeys.
• Translate product and proposition strategy into prioritised journey backlogs and practical delivery plans.
• Use customer insight, data and performance measures to shape journey design, priorities and continuous improvement.
• Bring together Product, Digital, Operations, Data, Service and third-party teams to drive change through to delivery.
• Lead decisions around journey design, delivery scope and prioritisation, while remaining aligned to overall product and proposition direction.
• Measure customer, operational and business outcomes, using insight to optimise journey performance and realise benefits.
• Champion client-focused innovation and improvement while ensuring delivery remains aligned with regulatory, risk, safeguarding and governance requirements.

The role has significant reach across StepChange. You’ll need to be equally comfortable understanding strategic product direction, getting into the detail of a customer journey and leading cross-functional teams to turn requirements into delivered change.

About you

You’ll bring significant experience within Customer Experience, Customer Journey Management, Service Design, Product Delivery or a closely related discipline, gained within a complex organisation.

You’ll have a track record of doing more than identifying opportunities for improvement. We’re looking for someone who has taken strategic requirements and customer insight through design and delivery to implementation, measurement and ongoing optimisation.

You’ll also bring:

• Strong experience leading end-to-end customer journeys, products or services from requirements through to delivery and optimisation.
• A track record of translating product or strategic priorities into clear journey roadmaps, delivery plans and measurable outcomes.
• Strong customer insight and analytical capability, using data, feedback and performance measures to make evidence-based decisions.
• Excellent influencing and stakeholder management skills, with experience bringing cross‑functional teams together to deliver shared outcomes.
• Strong judgement and leadership capability, with the ability to navigate complexity, change and competing priorities while maintaining momentum and customer focus.

Experience within an FCA‑regulated or similarly complex regulated environment would be particularly valuable, although we’re interested in relevant experience gained across a range of customer‑focused sectors.

What you can expect from us

Our colleague experience is shaped around four things that matter to us:

Purpose – The experiences you improve will have a genuine human impact. You’ll help shape services that support people experiencing financial difficulty and make it easier for them to access the help they need.

Balance – We work in a flexible hybrid way, with this role typically spending around 80% of the time working from home. We still value bringing people together for collaboration, problem solving and connection, so some flexibility around office attendance will be important.

Growth – You’ll be joining a developing Client Experience Delivery function with the opportunity to influence some of our most important customer journeys, strategic priorities and future services.

Belonging – We want StepChange to be somewhere people can be themselves, contribute different perspectives and know that their experience and ideas are valued.

Equality, Diversity & Inclusion

Belonging is central to who we are. We’re committed to building a workforce that reflects the communities we support and designing services that work for people with different needs, circumstances and experiences.

We welcome applications from people of all backgrounds and life experiences. We assess candidates based on the skills, experience and potential they can bring to the role and aim to make our recruitment process accessible and inclusive.

If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know. We’re here to support you.