End-to-End CX Delivery Lead

Hollybank Trustees Ltd

Leeds

Hybrid

GBP 50,000 - 70,000

Full time

6 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Hollybank Trustees Ltd in the United Kingdom is seeking an experienced Customer Experience professional to lead end-to-end client and partner journeys. You will own the design, roadmap, delivery and ongoing performance of assignments, translating strategic priorities into practical delivery plans across Product, Digital, Operations and Service teams.

You will bring customer insight, data and governance awareness to shape journey design, set priorities, and drive measurable improvements that

Qualifications

Experience in Customer Experience, Journey Management or Service Design in a complex organisation.
Proven track record delivering end-to-end customer journeys from requirements to delivery.
Ability to translate strategic priorities into journey roadmaps and delivery plans.
Strong data-informed decision making using customer insight and performance measures.
Excellent influencing and stakeholder management to align cross-functional teams.
Experience in FCA-regulated or similarly complex regulated environments (preferred).

Responsibilities

Own design, roadmap, delivery and ongoing performance of end-to-end journeys.
Translate strategy into prioritised journey backlogs and plans.
Use customer insight and data to shape journey design and priorities.
Coordinate Product, Digital, Operations, Data and Service teams to drive change.
Lead decisions on journey scope and prioritisation, aligned to product direction.
Measure outcomes and optimise journey performance to realise benefits.
Champion client-focused innovation while meeting regulatory requirements.