Customer Journey Manager

Job Title: Customer Journey Manager
Location: Hammersmith, London (Hybrid - 3 days in the office)
Rate: £41.00 per hour (Ltd/Umbrella)
Contract: 3 Months Temp-to-Perm

Are 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.