Senior Customer Journey Strategy & Governance Lead

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

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.