Home
London, Greater London
Customer Journey Manager

Customer Journey Manager

Service Care Solutions - Housing

Posted 21 hours ago, valid for 2 days

London, Greater London W6 9YA, England

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

The Customer Journey Manager position is located in Hammersmith, London, offering a hybrid work model with three days in the office per week.
The role pays £41.00 per hour on a temporary basis for three months, with the potential for a permanent position.
Candidates should have proven experience in project or programme management, preferably within customer experience, and strong knowledge of journey mapping and service design.
The position includes responsibilities such as leading the design and improvement of customer journeys, collaborating with cross-functional teams, and line managing a Customer Journey Designer.
This is an excellent opportunity to contribute to a forward-thinking organisation focused on customer involvement and innovation.

Job Title: Customer Journey ManagerLocation: Hammersmith, London (Hybrid – 3 days in the office)Rate: £41.00 per hour (Ltd/Umbrella)Contract: 3 Months Temp-to-PermAre you passionate about driving meaningful change for customers? We’re looking for a dynamic and experienced Customer Journey Manager to join our team on a temporary basis, with the potential to become permanent.In this key role, you will lead the design and continuous improvement of critical customer journeys across our organisation. Working within a collaborative, insight-led Customer Experience directorate, you'll champion the voice of the customer and drive enhancements that truly make a difference.Key Responsibilities:

Lead on the design and ongoing improvement of key customer journeys.
Use project management and agile methodologies to deliver impactful change.
Collaborate with cross-functional teams to implement journey-based enhancements.
Champion customer-centric thinking and co-creation across the business.
Share best practices with the wider Customer Journey & Insight team.
Line manage, coach, and develop one Customer Journey Designer.

What We’re Looking For:

Proven experience in project or programme management, ideally within customer experience.
Strong knowledge of journey mapping, service design and agile delivery methods.
Ability to influence and engage stakeholders across various levels.
A collaborative mindset and commitment to customer-led design.
Previous line management experience is desirable.

Working Pattern:

Hybrid: Minimum 3 days in the office per week:
2 days at our Hammersmith base office
1 day at an office of your choice

This is a fantastic opportunity to make a real impact in a forward-thinking organisation that values innovation and customer involvement. You’ll be stepping in to support during an internal secondment, bringing fresh energy and perspective to our ongoing transformation.

Apply now in a few quick clicks

Customer Journey Manager

Assistant Manager

E-Commerce Manager

Product Marketing Manager