Project Manager - Customer Journey

Pontoon; Leeds; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Annual bonus

Pension contributions

Holiday and sick pay

Medical insurance

Income protection

Critical illness and life insurance

Discounted benefits website

Job summary

Pontoon is recruiting a Project/Customer Journey Manager for a Leeds hybrid role on a contract to February 2027. You will lead customer journeys, analyse data and collaborate with Product, Design and Engineering to improve digital experiences.

The role requires strong CX focus, stakeholder management and experience in agile environments. Office-based in Leeds with potential for Edinburgh or London consideration.

Qualifications

• Experience in Customer Journey Management, CX or similar customer-focused role.
• Proven track record improving and optimising digital customer journeys.
• Strong analytical skills with ability to translate data into insights.
• Experience identifying customer pain points and implementing improvements.
• Strong stakeholder management and influencing skills.
• Experience working in Agile, product-led or digital delivery environments.

Responsibilities

• Understand and optimise end-to-end customer journeys.
• Analyse customer data, behaviours and feedback to identify pain points and opportunities.
• Influence product backlog prioritisation and enhancement decisions using customer insight.
• Create and maintain customer journey and process maps.
• Champion customer needs throughout the product development lifecycle.
• Work with Product, Design and Engineering teams to deliver customer-focused solutions.
• Drive innovation and continuous improvement across digital journeys.
• Build alignment across stakeholders to ensure effective delivery of customer outcomes.

Skills

Customer Journey Management

CX

Data analysis

Stakeholder management

Agile/digital delivery

Customer-centric mindset

Tools

Visio

Miro

Lucidchart

Job description

Project/Customer Journey Manager

Leeds/Hybrid

Contract to February 27

Salary from 50,000pa DOE, Day Rate via Umbrella Company also available

Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

My client powers businesses of all sizes to make, take and manage payments. They are a global leader in financial technology with unique capabilities to power omni-commerce. Whether online, in store or mobile, they are at the heart of great commerce experiences in 146 countries and across 135 currencies. They help our customers become more efficient, more secure and more successful.

We are looking for an experienced customer centric Project/Customer Journey Manager (CJM) to join my clients team. The position is being offered on a contract to February 2027. You will be working Monday to Friday, 9am to 5pm, hybrid working being office based 2 days a week. The position is based in the Leeds office however Edinburgh and London could be considered.

The Opportunity

We are seeking an experienced Customer Journey Manager to join a digital product team focused on improving customer experiences across key customer journeys.

Working within a cross-functional team of Product Owners, Designers and Engineers, you will act as the voice of the customer, using data and insight to identify friction points, influence priorities and drive improvements that deliver better customer outcomes.

This role is ideal for someone who is passionate about customer experience, journey optimisation and continuous improvement within a digital environment.

Key Responsibilities

• Understand and optimise end-to-end customer journeys.
• Analyse customer data, behaviours and feedback to identify pain points and improvement opportunities.
• Use customer insight to influence product backlog prioritisation and enhancement decisions.
• Create and maintain customer journey and process maps.
• Champion customer needs throughout the product development lifecycle.
• Work closely with Product, Design and Engineering teams to deliver customer-focused solutions.
• Drive innovation and continuous improvement across digital journeys.
• Build alignment across stakeholders to ensure effective delivery of customer outcomes.

Skills & Experience

Essential

• Experience in Customer Journey Management, Customer Experience (CX), Customer Insights or a similar customer-focused role.
• Proven experience improving and optimising digital customer journeys.
• Strong analytical skills with the ability to translate customer data into actionable insights.
• Experience identifying customer pain points and implementing improvements.
• Strong stakeholder management and influencing skills.
• Experience working within Agile, product-led or digital delivery environments.
• Customer-centric mindset with excellent problem-solving and critical-thinking abilities.

Desirable

• Experience within Financial Services, Banking, Insurance or other regulated industries.
• Experience using journey mapping tools such as Visio, Miro or Lucidchart.
• Experience influencing product roadmaps, backlogs or prioritisation decisions.
• Knowledge of digital transformation and customer-focused change initiatives.

Ideal Background

We're particularly interested in candidates who have experience improving digital customer journeys, using customer insight to drive change, and working closely with Product, Design and Engineering teams to enhance customer experiences.

Please note:

This is not a traditional Business Analyst role. We are looking for a customer-focused professional with strong journey optimisation experience who can use insight, innovation and collaboration to deliver measurable improvements for customers.

You will be an integral part of Ajilon (Adecco), a FTSE500 Global organisation with over 52 clients and sole supplier to the biggest organisations in the country and the world. You will be employed by ourselves as an Ajilon Consultant working onsite with our client where you will receive a regular salary, annual bonus payment, pension contributions, holiday and sick pay, plus a number of additional benefits such as medical insurance, income protection, critical illness and life insurance, access to our discounted benefits website and library of online training materials and future career and certification opportunities.

This great opportunity is being offered on a PAYE basis which means a LTD/Umbrella company cannot be used.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.