Customer Journey Strategy & Governance Lead

AQA; Manchester; Hybrid; GBP 54,000 - 61,000; Full time

Benefits offered by this job

35 hour working week

25 days annual leave

Private Medical Insurance

Generous pension with AQA contribution

Job summary

AQA, the UK’s largest provider of academic qualifications, seeks a Customer Journey Strategy & Governance Manager in Manchester. The role drives strategy, governance and performance across Marketing, Sales and Technology to deliver data-driven, joined-up customer experiences across the lifecycle.

Based in Manchester with hybrid working, the role offers a 35-hour week, 25 days leave, and a pension, shaping how customer journeys are designed and governed at scale.

Qualifications

• Experience designing and improving customer journeys.
• Translate strategy into practical governance and plans.
• Evidence using data and performance metrics to improve outcomes.
• Experience leading cross-functional teams and managing change.
• Understanding of customer data, consent and messaging best practices.

Responsibilities

• Create and maintain the customer journey strategy and roadmap.
• Establish governance for journey prioritisation, review and communications.
• Turn insight into action by setting measures and improvements to journeys.
• Guide colleagues through change and adopt consistent ways of working.
• Connect strategy with delivery with journey managers and CRM configuration.

Skills

Customer journey design

Governance & standards

Change management

Data-driven decision making

Stakeholder management

Tools

Microsoft Dynamics 365

Customer Insights-Journeys

ClickDimensions

Salesforce

Job description

AQA, the UK’s largest provider of academic qualifications, seeks a Customer Journey Strategy & Governance Manager in Manchester. The role drives strategy, governance and performance across Marketing, Sales and Technology to deliver data-driven, joined-up customer experiences across the lifecycle.

Based in Manchester with hybrid working, the role offers a 35-hour week, 25 days leave, and a pension, shaping how customer journeys are designed and governed at scale.