Customer Journey Strategy & Governance Manager

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

Benefits offered by this job

Hybrid working 2 days in office

35 hour working week

25 days annual leave + service-based

Private Medical Insurance

Generous pension (AQA contribution up

Job summary

AQA Education seeks a Customer Journey Strategy & Governance Manager in Manchester to shape how the organisation plans, governs and improves customer journeys as new data and marketing technology are introduced across the business.

You will unify existing journeys, establish practical governance, measure impact and translate strategy into actionable ways of working. This hybrid role offers a 35-hour week, 25 days leave with service-based increases, private medical insurance and a strong pension.

Qualifications

• Experience designing, managing or improving customer journeys and turning strategy into clear plans or frameworks.
• Ability to create governance and operational processes that others can apply.
• Experience using customer insight, data and performance measures to improve outcomes.
• Experience leading change across teams through influence rather than authority.

Responsibilities

• Create and maintain the customer journey strategy and roadmap across the customer lifecycle.
• Establish governance and standards for journey prioritisation, contact, frequency, consent and review.
• Turn insight into action by setting measures and recommending improvements.
• Explain complex concepts clearly and help teams adopt consistent ways of working.
• Connect strategy with delivery, working with journey managers and CRM specialists.

Tools

Microsoft Dynamics 365

Customer Insights-Journeys

ClickDimensions

Salesforce

Job description

Customer Journey Strategy & Governance Manager

Permanent

Manchester

Salary: £54,400 - £60,700

Hybrid Working- a minimum of 2 days per week in the office

Turn customer strategy into journeys that work.

As the Customer Journey Strategy & Governance Manager , you'll shape how AQA plans, governs and improves customer journeys at a point when new customer data and marketing technology is being introduced across the organisation.

Make customer journeys clearer, joined up and measurable

Customer journeys already exist across AQA, but they are managed in different places and at different levels of maturity. You'll bring that work together, create a consistent approach and translate agreed strategy into practical ways of working. This is a new role with room to influence how the function develops.

You’ll work across Marketing, Sales and Technology, providing oversight of customer journeys while Customer Journey Managers configure and deliver them. Your recommendations will help AQA prioritise customer contact, use data responsibly and improve engagement, conversion and retention.

What you’ll do

• Create and maintain the customer journey strategy and roadmap across the customer lifecycle, bringing together work that currently sits across different teams.
• Establish practical governance and standards for journey prioritisation, customer contact, communication frequency, consent and review.
• Turn insight into action by setting measures, reviewing performance and recommending improvements to customer journeys.
• Guide colleagues through change explaining complex customer journey and data concepts clearly and helping teams adopt consistent ways of working.
• Connect strategy with delivery working with Customer Journey Managers and other specialists who build and configure journeys in the CRM platform.

What's in it for you?

• A genuine opportunity to shape a new role and influence how AQA manages customer journeys.
• Work at the centre of new Customer Insights-Journeys and Customer Data Platform capability as it moves from agreed theory into day-to-day practice.
• Visibility across Marketing, Sales, Technology and customer-facing teams.
• 35 hour working week, 25 days annual leave increasing with service with additional office closure at the end of December
• Private Medical Insurance, and a generous pension, including an AQA contribution of up to 11.5% of your salary

What you’ll bring

• You’ll be suited to this role if you can create structure, use evidence to make decisions and influence people with different priorities. You do not need experience of AQA’s technology, but you will need to understand how customer journeys operate in a CRM, customer data platform or marketing automation environment.
• Experience designing, managing or improving customer journeys and turning strategy into clear plans or frameworks.
• Experience creating governance, standards or operational processes that others can apply.
• Evidence of using customer insight, data and performance measures to improve outcomes.Experience leading change across different teams and achieving results through influence rather than direct authority.
• An understanding of customer data, consent, preferences and responsible customer communication.
• Experience with Microsoft Dynamics 365, Customer Insights-Journeys, ClickDimensions, Salesforce or similar technology would be useful, but the specific platform can be learned.

Diversity and inclusion statement

At AQA, we're committed to creating a workplace where everyone feels they belong and can do their best work. We value the different perspectives, experiences and backgrounds our people bring, knowing they strengthen our culture, decision-making and impact. We foster an inclusive environment where everyone is treated with respect, has access to opportunities to grow and contribute, and feels able to be themselves. We welcome applications from people of all backgrounds and lived experiences