Digital Journey Manager

London based, Hybrid

Contract- 12 months

Rate- £400 a day umbrella

Key Responsibilities:

Customer Journey Ownership

• Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
• Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
• Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.

Digital Strategy & Execution

• Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
• Drive personalisation and segmentation strategies to create differentiated experiences for different customer types.
• Ensure all digital journeys are compliant, accessible, and aligned with the brands promise.

Performance & Optimisation

• Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
• Lead test-and-learn experiments (A/B, multivariate testing) to optimise customer experiences.
• Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.

Collaboration & Leadership

• Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
• Influence stakeholders and align priorities across multiple business units.
• Foster a culture of customer-centricity, innovation, and continuous improvement.

Required Qualifications

• Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
• Proven track record in digital product, journey, or experience management.
• Strong knowledge of digital analytics, customer research, and CX methodologies.
• Experience with journey mapping tools, A/B testing platforms, and personalisation technologies.
• Ability to manage multiple projects with cross-functional teams in an Agile environment.
• Excellent communication, stakeholder management, and influencing skills.

Preferred Qualifications

• Experience in financial services, SaaS, or e-commerce customer journeys.
• Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
• Deep understanding of SMB customers and their digital needs
• Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.