Customer Journey Manager

Overview

Customer Journey Manager — 12 Months FTC
• Edinburgh or Leeds

Join Our Team as a Customer Journey Manager. This role focuses on shaping exceptional customer experiences within a leading financial services organization undergoing a transformative period following an acquisition.

We are committed to delivering an end-to-end wealth proposition that combines in-person expert advice with cutting-edge digital tools, supporting a growing workplace savings business and a direct-to-consumer wealth platform.

• Partner with the Product Owner and product team to develop requirements and support large-scale change initiatives, especially in pensions or platform migration projects.
• Apply strong business analysis to understand client and colleague journeys and identify opportunities for improvement.
• Use data analytics to assess the impact of changes across operations.
• Collaborate with a cross-functional team to prioritize customer outcomes and innovative solutions.
• Contribute to product development and customer experience optimization in a supportive environment that encourages professional growth.

• Experience in developing requirements and supporting large-scale change initiatives, especially in pensions or platform migration projects.
• Strong business analysis skills with a focus on understanding client and colleague journeys.
• Data analytical skills to assess the impact of changes across operations.
• A background in working with financial services organizations, preferably in settings similar to our client.

• Be part of a transformative journey that prioritizes customer outcomes and innovative solutions.
• Collaborate with a talented team making a real difference in people’s financial lives.
• Opportunities for professional growth and continuous learning in a supportive environment.

If you're excited about optimizing customer journeys and contributing to a brighter financial future for our clients, we want to hear from you. Ready to embark on this exciting journey? Submit your application today.

Join us in creating exceptional experiences that truly matter.

Pontoon is an employment consultancy. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Final hiring decisions are made by our recruitment team.