Customer Journey Manager - 91956

TN United Kingdom; City of Edinburgh; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Customer Journey Manager to join their innovative team. This role offers the chance to work on impactful customer journey activities within a leading banking organization, focusing on technology integration and operational resilience. As part of a collaborative environment, you will lead a small team, analyze data to drive insights, and adapt to industry trends. With a commitment to diversity and personal development, this position provides an exciting opportunity for those looking to make a significant impact in a growing field.

Qualifications

• Experience in managing customer journeys with a focus on technology and integration.
• Strong analytical skills to interpret insights and drive design decisions.

Responsibilities

• Collaborate with teams to orchestrate customer journeys and ensure project success.
• Lead and mentor a small team of Customer Journey Managers.

Skills

Customer Journey Management

Agile Methodologies

Data Analysis

Stakeholder Management

Team Leadership

Education

Bachelor's Degree

Tools

Agile Tools

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Location:

Edinburgh, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

910513302331

Job Views:

15

Posted:

28.04.2025

Expiry Date:

12.06.2025

col-wide

Job Description:

Customer Journey Manager

Duration - 6 Months

Location - Halifax / Edinburgh / Remote

Summary

My high-profile banking client is looking for a Customer Journey Manager to join their team based at their Halifax offices on a hybrid basis (2 days a week on site) on an initial 6-month contract with a chance of extensions.

We are excited to offer an opportunity for a skilled and motivated Customer Journey Manager (CJM) to join our client's Cloud Integration CJM Team. As a CJM, you will support the CMO Change and Tech Decom Labs, leading customer journey activities within your Lab/Team, potentially working with a small team of CJMs.

Our client is a leading banking organization focused on operational resilience, working across people, process, data, and technology, offering a varied and impactful role.

This opportunity includes two positions—one permanent and one a six-month secondment. The client promotes diversity and inclusion, believing that reflecting their customer base in their workforce enhances understanding and service delivery.

Key Responsibilities:

• Collaborate with the team and product team to understand, measure, and orchestrate Customer Journeys, focusing on technology and integration.
• Interpret insights for prioritisation and design decisions.
• Assess the effectiveness of end-to-end customer journeys from customer and business perspectives.
• Participate in team stand-ups and retrospectives, supporting continuous improvement.
• Work with customers and Product Owners to ensure project success.
• Stay informed of industry trends and adapt to drive innovation.
• Analyze data independently using predefined tools and methods to solve problems and generate insights.
• Embrace uncertainty and adapt to changing circumstances, continuously learning.
• Utilize Agile methodologies and processes like Backlog Refinement, Retrospective, and Sprint Review.
• Build and maintain relationships with senior stakeholders and partners.
• Lead and mentor a small team of CJMs.
• Apply analysis techniques to achieve positive outcomes.
• Have a background in infrastructure or technology change.
• Understand systems thinking and promote it within the team.

If you're seeking a challenging and evolving role in a growing field, this is an excellent opportunity. The client supports personal development and fosters a collaborative learning environment.

Apply now to join an industry-leading organization as a Customer Journey Manager.

Pontoon is an employment consultancy committed to diversity and inclusion. We support reasonable adjustments at any stage—please let us know how we can assist.

For inquiries, please contact a recruitment expert.