Digital Journey Manager

Empresaria Group plc; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading recruitment consultancy in London is seeking a Mid-Senior level professional to lead the design and optimization of customer journeys. The ideal candidate has a bachelor's degree in a related field, strong digital analytics skills, and experience in managing cross-functional projects. This role offers an opportunity to shape customer experiences and drive improvements across various digital touchpoints.

Qualifications

• Proven track record in digital product, journey, or experience management.
• Strong knowledge of digital analytics, customer research, and CX methodologies.
• Ability to manage multiple projects with cross-functional teams in an Agile environment.

Responsibilities

• Lead the design, delivery, and continuous optimisation of customer journeys.
• Define the vision and KPIs for digital journeys, ensuring alignment with business goals.
• Monitor journey performance using analytics and customer feedback.

Skills

Digital product management

Customer journey optimization

Data analysis

Stakeholder management

Agile project management

Education

Bachelor’s degree in Business, Marketing, Digital Experience or related field

Tools

Journey mapping tools

A/B testing platforms

CRM platforms (e.g., Salesforce, Marketo)

Job description

Responsibilities

• Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
• Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
• Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.
• Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
• Drive personalisation and segmentation strategies to create differentiated experiences for different customer types.
• Ensure all digital journeys are compliant, accessible, and aligned with the brands promise.

Performance & Optimisation

• Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
• Lead test-and-learn experiments (A/B, multivariate testing) to optimise customer experiences.
• Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.
• Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
• Influence stakeholders and align priorities across multiple business units.
• Foster a culture of customer-centricity, innovation, and continuous improvement.

Required Qualifications

• Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
• Proven track record in digital product, journey, or experience management.
• Strong knowledge of digital analytics, customer research, and CX methodologies.
• Experience with journey mapping tools, A/B testing platforms, and personalisation technologies.
• Ability to manage multiple projects with cross-functional teams in an Agile environment.
• Excellent communication, stakeholder management, and influencing skills.

Preferred Qualifications

• Experience in financial services, SaaS, or e-commerce customer journeys.
• Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
• Deep understanding of SMB customers and their digital needs
• Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Marketing

Industries

• Software Development