End-to-End CX Delivery Lead

StepChange Debt Charity; Leeds; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

StepChange Debt Charity is seeking an experienced Customer Experience professional to own and deliver end-to-end client and partner journeys. You will translate strategy into journeys, coordinating Product, Digital, Operations, Data, Service and third- party teams to create measurable improvements.

You will lead prioritisation, design, delivery and ongoing optimisation, using customer insight and performance data to drive outcomes while ensuring governance and regulatory alignment across the

Qualifications

• Significant experience in Customer Experience, Journey Management or Service Design within a complex organisation.
• Proven ability to translate strategy into delivered customer experiences and measurable outcomes.
• Strong collaboration across Product, Digital, Operations, Data, Service and partners.
• Ability to balance customer focus with governance, risk and compliance requirements.

Responsibilities

• Own the design, roadmap, delivery and performance of end-to-end client and partner journeys.
• Translate product and proposition strategy into prioritised journey backlogs and delivery plans.
• Use customer insight, data and performance metrics to shape design and priorities.
• Lead cross-functional teams to drive change from design through delivery.
• Make decisions on journey scope and prioritisation aligned with overall strategy.
• Measure outcomes to optimise performance and realise benefits.
• Champion client-focused innovation while ensuring regulatory and governance compliance.

Skills

End-to-end journey design

Stakeholder management

Product delivery

Data & insight

Regulatory awareness

Job description

StepChange Debt Charity is seeking an experienced Customer Experience professional to own and deliver end-to-end client and partner journeys. You will translate strategy into journeys, coordinating Product, Digital, Operations, Data, Service and third- party teams to create measurable improvements.

You will lead prioritisation, design, delivery and ongoing optimisation, using customer insight and performance data to drive outcomes while ensuring governance and regulatory alignment across the