Job Description

The CJM plays a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Key Responsibilities:

• Confidently understands end to end journey and relevant competitor landscape/best in class standards
• Independently integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Leads on Customer Journey and process maps (e.g. Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work
• Role models a continuous improvement mindset Orchestration
• Coordinates and provides guidance for cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Displays leadership characteristics in line with the business‘s core values
• Coaches, supports and develops customer journey managers to achieve personal and business objectives
• Acts as a point of escalation for customer journey managers
• Effectively manages team performance

Required Skills: 

• Strategic thinker with the ability to convert complex problems into innovative solutions, particularly in systems design, for broader journey transformation.
• Great leadership and coaching skills, with experience leading in a matrixed environment and delivering through others
• Great influencing and senior stakeholder management skills, with experience delivering in cross-functional, matrixed environments involving multiple stakeholders.
• Expertise in customer journey mapping and design thinking methodologies, collaborating closely with Journey Design Leads to produce high-quality journey artefacts.
• Skilled in developing future state strategies for multi-channel customer journeys.
• Good commercial acumen, understanding how exceptional customer experiences drive positive business outcomes.
• Experience using customer data, market insights, and competitor analysis to identify opportunities and shape strategic customer journey development.

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