Customer Experience Journey Manager

Policy Expert; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension contributions

Learning budget

Enhanced maternity & paternity

Travel season ticket loan

London O2 events access

Job summary

Policy Expert in London is hiring a Customer Experience Manager to lead the enhancement of customer journeys across the lifecycle. The role focuses on turning customer insight into practical improvements, balancing customer outcomes with operational effectiveness and commercial opportunities.

You will work with Retail, Technology, Service & Operations and other teams to deliver measurable improvements, ensuring content accuracy on product webpages and governance over communications.

Qualifications

• Experience improving customer journeys, communications or CX programmes.
• Ability to translate insights into practical improvements.
• Comfort working across multiple teams to turn insight into action.

Responsibilities

• Map and manage customer journeys across key touchpoints.
• Identify and deliver CX improvements using feedback and data.
• Develop lifecycle communication briefs to improve engagement and retention.
• Manage customer communications (emails, webpages, scripts) across journeys.
• Maintain product webpages content accuracy and relevance.
• Conduct consumer understanding reviews and testing to improve outcomes.
• Update governance via logs, reviews and compliance oversight.
• Champion fair treatment for vulnerable customers across journeys.

Skills

Customer journeys

Data analysis

Stakeholder management

Communication

Regulatory awareness

Job description

Policy Expert in London is hiring a Customer Experience Manager to lead the enhancement of customer journeys across the lifecycle. The role focuses on turning customer insight into practical improvements, balancing customer outcomes with operational effectiveness and commercial opportunities.

You will work with Retail, Technology, Service & Operations and other teams to deliver measurable improvements, ensuring content accuracy on product webpages and governance over communications.