Customer Journey Lead

Springer Nature; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading academic publisher is seeking a Customer Journey Lead to enhance customer experience across marketing journeys. The role involves overseeing journey mapping, collaborating with teams, and championing customer-first practices. The ideal candidate will have proven experience in customer journey strategies, excellent communication skills, and a solid understanding of marketing technology. This is a crucial role that will significantly influence customer engagement and satisfaction.

Benefits

Diversity and inclusion initiatives

Flexible working options

Health and wellness programs

Qualifications

• Proven experience in shaping customer journey strategies in senior roles.
• Demonstrated ability to guide cross-functional teams effectively.
• Experience in assessing journey performance using market intelligence.

Responsibilities

• Take ownership of marketing journey mapping.
• Identify and shape new journey opportunities aligned with strategy.
• Champion journey-thinking best practices across the team.

Skills

Strategic thinker

Excellent communicator

Strong working knowledge of journey mapping

Education

Training or certification in Design Thinking

Tools

Marketing technology

Job description

Job Title : Customer Journey Lead

Location : London, Berlin or Heidelberg

Closing Date : 19th Nov 2025

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and professionals worldwide. For over 175 years as a leading academic and scientific publisher, our trusted brands, books, journals and platforms have advanced knowledge and supported scientific progress. Today, we remain committed to delivering reliable, accessible and impactful knowledge that helps scientific communities improve outcomes, drive innovation and benefit future generations.

About the Team

We’re the Marketing Planning Team within Research Marketing—a dynamic group of strategic marketers passionate about connecting with the global research community. We create data‑driven customer‑first marketing programs that drive results, boost revenue, attract research submissions, and strengthen relationships with authors and readers.

Our focus: We value bold ideas, creative precision, and marketing that delivers impact. Our work spans automated customer journeys, compelling content, and high‑performing channel strategies. Collaboration, experimentation and cross‑functional teamwork are at the core of how we operate.

About the Role

This role reports to the Head of Marketing Planning, Processes & Project Management and plays a key role in advancing our marketing planning function, pushing boundaries on marketing customer journeys, optimising execution, and amplifying our impact.

We are seeking a Customer Journey Lead to shape and oversee the customer experience across our marketing journeys. Acting as a strategic partner to marketing data and customer experience teams, you’ll bring a customer‑first lens to journey mapping and governance, ensuring journeys are aligned, effective and insight‑driven.

In this role you’ll define best practice guide and support marketers, spot opportunities and challenges across the wider journey landscape, and influence decisions on the tools, data and technology that enable scalable personalised experiences—creating journeys that work seamlessly for both customers and the business.

Responsibilities

Customer Journey Enablement

• Take ownership of marketing journey mapping, create a clear shared view of customer experience across touchpoints, empowering marketing team to design, coordinate and retire marketing journeys effectively.
• Maintain an end‑to‑end perspective of customer experience, ensuring journey maps remain accurate and actionable as reference points.
• Identify and shape new journey opportunities aligned with business strategy and customer needs, coordinating input and presenting proposals to senior leadership.
• Oversee and evaluate marketing journeys across lifecycle stages, spotting gaps, overlaps or friction points and driving improvements.
• Prioritise and balance journey demand across marketing colleagues, protecting the customer experience from overload or inconsistency.
• Act as a central connector across product marketing and UX teams to ensure journeys reflect joined‑up thinking.
• Partner with CRM data and tech teams to inform tool selection, integration and enablement that enhance journey personalisation, delivery and automation.
• Work with insight teams to track journey performance trends, surfacing themes and challenges to guide optimisation.

Marketers Support

• Champion journey‑thinking best practices across the team, embedding a customer‑first mindset into marketing planning and execution.
• Provide structured feedback and guidance to marketers designing or evolving journeys, ensuring consistency and alignment with the overall customer lifecycle and business strategy.
• Develop and maintain frameworks and documentation that help marketers self‑manage their journeys with clear standards for visibility, ownership and measurement.
• Facilitate knowledge‑exchange and collaboration between journey owners, enabling teams to learn from each other’s wins, challenges and insights.

Experience Skills & Qualification

Essential skills

• Strategic thinker with a systems and customer mindset able to zoom out and see the big picture across teams and touchpoints.
• Excellent communicator and collaborator, skilled at building trust and alignment across teams.
• Strong working knowledge of journey mapping, experience design and marketing technology.

Essential experience

• Proven experience shaping customer journey or lifecycle marketing strategies, ideally in senior or cross‑functional marketing roles where you influenced customer experience at scale.
• Demonstrated ability to guide and influence without direct ownership, particularly in a matrixed or cross‑functional team.
• Experience in assessing and interpreting journey performance using market intelligence and KPIs, spotting trends, benchmarking and identifying opportunities or gaps.

Desirable

• Able to distill complexity into clear, actionable guidance for marketing teams.
• Strong project management skills, able to manage multiple priorities and keep cross‑functional work on track.
• Clear and confident presenter, skilled at translating complex ideas into simple, engaging narratives for diverse audiences.
• Experience collaborating on tech and tooling decisions related to marketing automation and personalisation.
• Applied training or certification in Design Thinking, Customer Journey Mapping, Customer Experience management or Lean Six Sigma accreditation is a strong plus.

Springer Nature is a Disability Confident, Committed Employer and we encourage applications from candidates with disabilities. If you consider yourself to have a disability or learning difficulty and wish to submit your application in an alternative format or would like to discuss reasonable adjustments during the application and interview process, please get in touch either by phone on 44 (0) or by email so we can make any necessary arrangements.

At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards.