Customer Journey Lead – Hybrid (Leeds)

Pontoon; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Annual bonus

Pension contributions

Holiday and sick pay

Medical insurance

Income protection

Critical illness and life insurance

Discounted benefits website

Job summary

Pontoon is recruiting a Project/Customer Journey Manager for a Leeds hybrid role on a contract to February 2027. You will lead customer journeys, analyse data and collaborate with Product, Design and Engineering to improve digital experiences.

The role requires strong CX focus, stakeholder management and experience in agile environments. Office-based in Leeds with potential for Edinburgh or London consideration.

Qualifications

• Experience in Customer Journey Management, CX or similar customer-focused role.
• Proven track record improving and optimising digital customer journeys.
• Strong analytical skills with ability to translate data into insights.
• Experience identifying customer pain points and implementing improvements.
• Strong stakeholder management and influencing skills.
• Experience working in Agile, product-led or digital delivery environments.

Responsibilities

• Understand and optimise end-to-end customer journeys.
• Analyse customer data, behaviours and feedback to identify pain points and opportunities.
• Influence product backlog prioritisation and enhancement decisions using customer insight.
• Create and maintain customer journey and process maps.
• Champion customer needs throughout the product development lifecycle.
• Work with Product, Design and Engineering teams to deliver customer-focused solutions.
• Drive innovation and continuous improvement across digital journeys.
• Build alignment across stakeholders to ensure effective delivery of customer outcomes.

Skills

Customer Journey Management

CX

Data analysis

Stakeholder management

Agile/digital delivery

Customer-centric mindset

Tools

Visio

Miro

Lucidchart

Job description

Pontoon is recruiting a Project/Customer Journey Manager for a Leeds hybrid role on a contract to February 2027. You will lead customer journeys, analyse data and collaborate with Product, Design and Engineering to improve digital experiences.

The role requires strong CX focus, stakeholder management and experience in agile environments. Office-based in Leeds with potential for Edinburgh or London consideration.