Manager – Customer Experience Journey & Innovation

As the Customer Experience Manager  Journey & Innovation you will own the evolution of our customer experience not only fixing what is broken but designing and delivering the future experience that drives customer loyalty retention & longterm value. 

Working in close partnership with the Customer Insights Manager you will translate insight into delivered change lead customerled innovation and own the endtoend customer journeys for new products services and propositions from the earliest stages of design through to launch and inlife optimisation. 

This role is accountable for ensuring CX is a growth lever not just a quality function

Job Responsibilities:

Customer Experience Transformation & Innovation 

• Lead customerled innovation initiatives that reimagine how customers experience our products and services. 

• Challenge existing experience models and identify opportunities to fundamentally improve not just optimise the customer journey. 

• Design futurestate experiences that balance customer simplicity scalability regulatory requirements and commercial impact. 

• Run pilots and experiments to test new CX concepts and scale what works. 

Ownership of New Product & Service Journeys 

• Own the endtoend customer journey design for all new products services and propositions. 

• Ensure customer experience is embedded from day one not retrofitted postlaunch. 

• Partner with Product Digital Operations Marketing Compliance and Partners to shape: customer journeys communications service models support experiences 

• Act as the customer authority in launch and gotomarket decisions. 

Cross-Functional Partnership & Continuous Customer Improvements 

• Translate customer insight and RCA outputs into clear improvement and transformation initiatives. 

• Own delivery of priority CX changes working crossfunctionally to ensure execution through our Customer Improvement Plan 

• Proactively challenge delivery plans where customer or loyalty impact is at risk. 

Loyalty Retention & Commercial Value 

• Explicitly connect CX initiatives to customer loyalty retention and lifetime value.  

• Design experiences that encourage renewal engagement trust and advocacy.  

• Partner with teams to understand the value impact of CX changes.  

• Help position CX as a driver of sustainable commercial performance not just satisfaction metrics  

Qualifications :

• Bachelors degree in a related field is required. 

• Proven experience leading CX change journey transformation or CX innovation in a complex organisation. 

• Track record of owning or shaping endtoend journeys including for new products services or propositions. 

• Experience turning customer insight into delivered improvements not just recommendations or frameworks. 

• Comfortable working across multiple functions to land change. 

• Experience operating in regulated operational or serviceheavy environments is desirable. 

• Demonstrated ability to balance customer needs operational feasibility and commercial outcomes. 

• CX Change & Innovation: Ability to reimagine customer experiences and lead stepchange improvements. 

• Journey Design: Strong capability in customer journey design optimisation and service design across touchpoints. 

• InsighttoAction Translation: Able to take insight and translate them into clear prioritised initiatives. 

• Commercial Mindset: Strong understanding of how CX drives loyalty retention trust and longterm value. 

• Stakeholder Influence: Confident influencing and challenging senior stakeholders without formal authority. 

Additional Information :

We work in a hybrid model: 3 days in the office 2 days from home. 

All your information will be kept confidential according to EEO guidelines.

The Team:   is an Equal Opportunity Employer 

Remote Work :

No

Employment Type :

Contract