Customer Experience Delivery Manager

Salary details: circa, dependent on expereince

Permanent

Full-time

Hybrid

Are you an experienced Customer Experience professional who can turn product strategy, proposition requirements and customer insight into meaningful, measurable change?

Can you take ownership of complex end-to-end customer journeys, translating strategic priorities into clear delivery plans and bringing teams together to make improvements happen?

Could you combine customer focus with strong delivery capability, ensuring products and propositions translate into better experiences and outcomes?

You’ll help shape how people experience Step Change, taking strategic product and proposition requirements and leading how these are brought to life across our end-to-end client and partner journeys.

While our Product and Proposition teams shape what we offer and set the strategic direction, you’ll take that direction and lead how it translates into the customer experience – from journey design and prioritisation through to delivery, implementation and continuous optimisation.

You’ll bring together customer insight, data, product strategy and operational expertise to create clear journey roadmaps and practical delivery plans. Working across Product, Digital, Operations, Data, Service and third-party teams, you’ll provide the direction and momentum needed to move priorities through to delivery and create measurable value for our clients, colleagues and the charity.

This isn’t a customer experience role focused solely on insight or journey mapping. You’ll be accountable for turning product and proposition priorities into delivered customer experiences, shaping the journey, setting priorities, influencing decisions, overcoming barriers and continually improving performance.

You’ll take ownership of a portfolio of client and partner journeys, leading how product and proposition priorities are translated into experiences that work effectively for our clients and the organisation.

You’ll:

• Own the design, roadmap, delivery and ongoing performance of assigned end-to-end client and partner journeys.
• Translate product and proposition strategy into prioritised journey backlogs and practical delivery plans.
• Use customer insight, data and performance measures to shape journey design, priorities and continuous improvement.
• Bring together Product, Digital, Operations, Data, Service and third-party teams to drive change through to delivery.
• Lead decisions around journey design, delivery scope and prioritisation, while remaining aligned to overall product and proposition direction.
• Measure customer, operational and business outcomes, using insight to optimise journey performance and realise benefits.
• Champion client-focused innovation and improvement while ensuring delivery remains aligned with regulatory, risk, safeguarding and governance requirements.

The role has significant reach across Step Change. You’ll need to be equally comfortable understanding strategic product direction, getting into the detail of a customer journey and leading cross-functional teams to turn requirements into delivered change.

You’ll bring significant experience within Customer Experience, Customer Journey Management, Service Design, Product Delivery or a closely related discipline, gained within a complex organisation.

You’ll have a track record of doing more than identifying opportunities for improvement. We’re looking for someone who has taken strategic requirements and customer insight through design and delivery to implementation, measurement and ongoing optimisation.

You’ll also bring:

• Strong experience leading end-to-end customer journeys, products or services from requirements through to delivery and optimisation.
• A track record of translating product or…