Customer Journey Manager

Raven Housing Trust; Reigate and Banstead; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A community-focused housing organization in the United Kingdom seeks a professional dedicated to improving customer experiences. The role demands experience in Customer Journey Mapping, strong analytical problem-solving skills, and the ability to manage projects effectively. You will influence experience design through insights and stakeholder engagement. The company offers competitive pay, flexible working, and excellent benefits to create a supportive work environment.

Benefits

Competitive salaries with annual pay review

Fantastic work/life balance

Focus on learning and development

Enhanced maternity, paternity, and adoption pay

Funded health cash plan

Extensive wellbeing support

Voucher-based recognition scheme

Retail discounts

Qualifications

• Experience in Customer Journey Mapping and Service Design.
• Strong analytical and problem-solving skills.
• Project management capability with a focus on measurable outcomes.
• Excellent stakeholder engagement and influencing skills.
• Knowledge of customer experience assessment methodologies.

Responsibilities

• Analysing customer feedback and insight to identify pain points.
• Continuously assess and enhance priority customer journeys.
• Design end-to-end experiences using structured methodologies.
• Build business cases to support decision-making.
• Collaborate with internal teams and external partners.

Skills

Customer Journey Mapping

Analytical skills

Problem-solving

Project management

Stakeholder engagement

Job description

Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector‑leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.

What you’ll achieve in the role

You’ll use insight, analysis, and root‑cause investigation to assess and improve key customer journeys and touchpoints. You’ll champion a proactive, insight‑led approach to continuous improvement and design experiences that reduce customer effort, increase satisfaction, and drive operational efficiency.

Key responsibilities include

• Analysing customer feedback and insight to identify pain points and improvement opportunities
• Continuously assess and enhance priority customer journeys
• Design end‑to‑end experiences using structured methodologies
• Build business cases to support decision‑making
• Collaborate with internal teams and external partners to influence experience design
• Track and evaluate improvements based on agreed success metrics

What you’ll bring to Raven

For this role, we are looking for someone with the following:

• Experience in Customer Journey Mapping and Service Design
• Strong analytical and problem‑solving skills
• Project management capability with a focus on measurable outcomes
• Excellent stakeholder engagement and influencing skills
• Knowledge of customer experience assessment methodologies

You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.

DBS clearance will be required for this role.

What Raven will offer in return

To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.

Our reward package includes

• Competitive salaries with annual pay review
• Fantastic work/life balance with flexible working and generous leave entitlement
• Strong focus on learning and development, with opportunities to grow your skills and career
• Enhanced maternity, paternity, and adoption pay
• Funded health cash plan
• Extensive wellbeing support
• Voucher-based recognition scheme
• Retail discounts

Raven is focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnicities, the LBGTQ+ community, people with disabilities and long‑term health conditions, neurodivergent people, parents, carers, and people from lower socio‑economic backgrounds.

We will consider applications for part‑time working and job sharing; please include this information in your application.

All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let us know at [e-mail] or 0300 123 3399.

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application, email [e-mail], or phone us on 0300 123 3399.