We’re looking for a Senior Customer Journey Product Manager to play a pivotal role in shaping and delivering outstanding, end-to-end customer experiences. This is a high-impact leadership position at the centre of transformation, where you’ll own and define the journeys that matter most to our customers.
You’ll set a clear vision for simple, intuitive and digitally enabled experiences, ensuring journeys are seamless across channels, suppliers and touchpoints. Acting as the senior voice of the customer, you’ll champion low-effort, high-quality interactions and ensure every change delivers measurable value.
This role is equally about building capability and leading through influence -establishing standards, aligning stakeholders and embedding a product-led, customer-first mindset across the organisation.
Please note: This is a 9-12 month fixed term contract.
Key responsibilities
- Own and define critical customer journeys, including future-state, digital-first designs
- Lead end-to-end experience design (journeys, channels and communication strategies)
- Act as the senior CX authority, governing all customer-impacting change
- Define and track journey performance metrics, identifying friction and driving continuous improvement
- Manage and prioritise a backlog of journey enhancements, translating CX needs into deliverable outcomes
- Influence and align senior stakeholders across CX, Operations, Technology and Commercial teams
- Drive standardisation to reduce complexity and enable scalable delivery
- Ensure consistency across all suppliers, channels and customer touchpoints
What you’ll bring
Experience
- Proven experience owning and optimising customer journeys or products in complex organisations
- Strong track record delivering cross-functional transformation initiatives
- Experience in digital transformation and/or operational service environments
- Ability to simplify complex processes into intuitive, customer-friendly experiences
- Demonstrated ability to influence senior stakeholders
- Data-led mindset, with experience using insights to drive prioritisation and performance
Knowledge & expertise
- Deep understanding of customer journey management and service design
- Knowledge of digital-first and multi-channel engagement models
- Strong understanding of agile and product-led delivery frameworks
- Awareness of regulatory/compliance considerations in customer journeys
Technical skills
- Customer journey mapping and service design
- Translating business needs into user stories and requirements
- Backlog ownership and value-driven prioritisation
- Data analysis and performance measurement (e.g. customer effort, satisfaction, conversion)
- Familiarity with agile tools (e.g. Jira, Scrum, Kanban)
Key behaviours
- Customer-first mindset with a passion for simple, effective experiences
- Strategic thinker who can balance long-term vision with delivery
- Strong stakeholder management and influencing skills
- Collaborative and able to work across diverse teams
- Proactive problem solver with a solution-led approach
- Resilient and adaptable in a fast-paced, transforming environment
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