Customer Journey Manager,

Description

As our Customer Journey Manager, you’ll use insight, analysis, and root cause investigation to assess and improve key customer journeys and touchpoints. You’ll champion a proactive, insight-led approach to continuous improvement and design experiences that reduce customer effort, increase satisfaction, and drive operational efficiency.

• Track and evaluate improvements based on agreed success metrics
• Collaborate with internal teams and external partners to influence experience design
• Analysing customer feedback and insight to identify pain points and improvement opportunities
• Design end-to-end experiences using structured methodologies
• Continuously assess and enhance priority customer journeys
• Build business cases to support decision-making

Requirements

DBS clearance will be required for this role.

• Strong analytical and problem-solving skills
• Knowledge of customer experience assessment methodologies
• Excellent stakeholder engagement and influencing skills
• Experience in Customer Journey Mapping and Service Design
• Project management capability with a focus on measurable outcomes

Benefits

Redhill - Hybrid working – office days subject to business needs, around 2 days per week

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application.

£42,750 - 45,000 pa + excellent benefits (Full time – 36 hours per week)

To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.

• Fantastic work/life balance with flexible working and generous leave entitlement
• Retail discounts
• Competitive salaries with annual pay review
• Strong focus on learning and development, with opportunities to grow your skills and career
• Extensive wellbeing support
• Voucher-based recognition scheme
• Funded health cash plan
• Enhanced maternity, paternity, and adoption pay

Training + Development

Interview process

Visa Sponsorship

Security clearance