Customer Journey Lead

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

Job summary

A leading academic publisher is seeking a Customer Journey Lead in Greater London to enhance customer experience across marketing journeys. This role involves mapping customer journeys, optimizing marketing touchpoints, and collaborating with various teams to elevate customer satisfaction. The ideal candidate will have a strategic mindset, strong communication skills, and experience in lifecycle marketing. Full-time employment is offered with competitive benefits, and applications from diverse candidates are encouraged.

Qualifications

• Proven experience shaping customer journey strategies.
• Ability to guide and influence in a matrixed team.
• Experience in assessing journey performance using KPIs.

Responsibilities

• Drive customer journey mapping and optimization.
• Evaluate marketing journeys and drive improvements.
• Champion best practices across the marketing team.

Skills

Strategic thinking

Excellent communication

Journey mapping experience

Project management skills

Job description

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 boosting revenue attracting research submissions and strengthening relationships with authors and readers.

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 and spot opportunities and challenges across the wider journey landscape. You’ll also 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 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 learn from each others 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.
• 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.
• Able to distil 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.

Job Title: Customer Journey Lead

Location: London Berlin or Heidelberg

Closing Date: 19th Nov 2025

Employment Type: Full-Time

Experience: years

Vacancy: 1

Key Skills Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

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 2022 British Diversity Awards. Find out more about our DEI work here: