Senior Customer Journey Strategy & Governance Lead

AQA Recruiting; Manchester; Hybrid; GBP 54,000 - 61,000; Full time

Benefits offered by this job

Private Medical Insurance

Generous pension

35 hour working week

25 days annual leave

Office closure end of December

Job summary

AQA is seeking a Customer Journey Strategy & Governance Manager in Manchester. You will shape how we plan, govern and improve customer journeys across Marketing, Sales and Technology, leveraging data and new CDP capabilities to drive engagement and retention.

This is a new role with room to influence how the function develops. You’ll work with colleagues across teams, set governance standards, and translate strategy into practical, measurable improvements.

Qualifications

• Experience designing, managing or optimising customer journeys.
• Ability to establish governance, standards and processes.
• Evidence using data to drive improvement and decisions.

Responsibilities

• Create and maintain the customer journey strategy and roadmap across the customer lifecycle.
• Establish governance for journey prioritisation, contact, frequency, consent and review.
• Translate strategy into practical customer engagement plans.
• Lead governance processes for journey prioritisation, review and approval.
• Define journey design standards and operating principles.

Skills

Journey design

Governance

Change management

Data insight

Stakeholder mgmt

Tools

Dynamics 365

Customer Insights-Journeys

ClickDimensions

Salesforce

Job description

AQA is seeking a Customer Journey Strategy & Governance Manager in Manchester. You will shape how we plan, govern and improve customer journeys across Marketing, Sales and Technology, leveraging data and new CDP capabilities to drive engagement and retention.

This is a new role with room to influence how the function develops. You’ll work with colleagues across teams, set governance standards, and translate strategy into practical, measurable improvements.