Senior Customer Journey Product Manager

We’re looking for a Senior Customer Journey Product Manager to play a pivotal role in shaping and delivering outstanding, end-to-end customer experiences. This is a high-impact leadership position at the centre of transformation, where you’ll own and define the journeys that matter most to our customers.

You’ll set a clear vision for simple, intuitive and digitally enabled experiences, ensuring journeys are seamless across channels, suppliers and touchpoints. Acting as the senior voice of the customer, you’ll champion low-effort, high-quality interactions and ensure every change delivers measurable value.

This role is equally about building capability and leading through influence -establishing standards, aligning stakeholders and embedding a product-led, customer-first mindset across the organisation., * Own and define critical customer journeys, including future-state, digital-first designs

• Lead end-to-end experience design (journeys, channels and communication strategies)
• Act as the senior CX authority, governing all customer-impacting change
• Define and track journey performance metrics, identifying friction and driving continuous improvement
• Manage and prioritise a backlog of journey enhancements, translating CX needs into deliverable outcomes
• Influence and align senior stakeholders across CX, Operations, Technology and Commercial teams
• Drive standardisation to reduce complexity and enable scalable delivery
• Ensure consistency across all suppliers, channels and customer touchpoints

Do you have experience in Kanban?, * Proven experience owning and optimising customer journeys or products in complex organisations

• Strong track record delivering cross-functional transformation initiatives
• Experience in digital transformation and/or operational service environments
• Ability to simplify complex processes into intuitive, customer-friendly experiences
• Demonstrated ability to influence senior stakeholders
• Data-led mindset, with experience using insights to drive prioritisation and performance

Knowledge & expertise

• Deep understanding of customer journey management and service design
• Knowledge of digital-first and multi-channel engagement models
• Strong understanding of agile and product-led delivery frameworks
• Awareness of regulatory/compliance considerations in customer journeys

Technical skills

• Customer journey mapping and service design
• Translating business needs into user stories and requirements
• Backlog ownership and value-driven prioritisation
• Data analysis and performance measurement (e.g. customer effort, satisfaction, conversion)
• Familiarity with agile tools (e.g. Jira, Scrum, Kanban)

Key behaviours

• Customer-first mindset with a passion for simple, effective experiences
• Strategic thinker who can balance long-term vision with delivery
• Strong stakeholder management and influencing skills
• Collaborative and able to work across diverse teams
• Proactive problem solver with a solution-led approach
• Resilient and adaptable in a fast-paced, transforming environment