Digital Journey Manager

Overview

Empower small businesses and self-employed individuals worldwide! As a Digital Journey Manager, you’ll be a key player in shaping the future of how customers interact with a leading financial software ecosystem. This role offers a unique opportunity to blend strategic thinking with hands-on execution, transforming the customer experience from initial engagement to long-term advocacy. Join a team that’s passionate about innovation and making a real difference in the lives of millions.
Ready to transform the digital landscape for small businesses? In this exciting role, you will champion the customer, using data and insights to craft seamless and intuitive journeys across web and mobile platforms. Collaborate with cross-functional teams to bring your vision to life, driving personalization and optimization strategies that deliver measurable results.

This is a 12 months, hybrid contract, offering up to £284.81 per day – 37.5hrs/week (PAYE). This role is open for a limited time. Next steps will be shared with shortlisted candidates by COB Thur 4th Sept. Due to the high volume of applicants, we may be unable to reply to each applicant individually.

What You’ll Do:

• Lead the design, development, and ongoing optimization of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
• Define the vision and key performance indicators (KPIs) for digital journeys, ensuring alignment with business goals and customer needs.
• Be the voice of the customer, leveraging insights, data, and feedback to champion improvements across all digital touchpoints.
• Translate strategic goals into actionable roadmaps, partnering with product, design, engineering, and marketing teams.
• Drive personalization and segmentation strategies to create tailored experiences for diverse customer segments.
• Ensure all digital journeys are compliant, accessible, and consistent with brand guidelines.
• Monitor journey performance through analytics and customer feedback, identifying areas for improvement and opportunities for innovation.
• Spearhead test-and-learn experiments (A/B testing, multivariate testing) to optimize the customer experience.
• Regularly report on performance metrics to senior leadership, showcasing achievements and identifying areas for further development.
• Collaborate with cross-functional teams to deliver cohesive and seamless experiences across various channels (web, app, and service).
• Influence stakeholders and align priorities across multiple business units.
• Cultivate a culture of customer-centricity, innovation, and continuous improvement.

Must-Haves:

• Bachelor’s degree in Business, Marketing, Digital Experience, or a related field (or equivalent work experience).
• Demonstrated success in digital product, journey, or experience management.
• Solid understanding of digital analytics, customer research methodologies, and CX best practices.
• Experience with journey mapping tools, A/B testing platforms, and personalization technologies.
• Proven ability to manage multiple projects involving cross-functional teams in an Agile environment.
• Exceptional communication, stakeholder management, and influencing skills.

Nice-to-Haves:

• Experience in financial services, SaaS, or e-commerce customer journeys.
• Familiarity with CRM and marketing automation platforms.
• Deep understanding of small and medium-sized business (SMB) customers and their digital needs.
• A track record of delivering measurable improvements to conversion rates, customer retention, or customer satisfaction.