Customer Journey Manager

CUSTOMER JOURNEY MANAGER – AI / KNOWLEDGE MANAGEMENT / CUSTOMER EXPERIENCE / UAT

£550–£600 per day | Inside IR35 | 3-month initial contract | Manchester or Leeds | Hybrid

• £550–£600 per day
• Inside IR35
• Initial 3 months with likely extensions
• Manchester or Leeds
• 2 days per week on-site

We’re looking for an experienced Customer Journey Manager to join a major enterprise AI and customer experience transformation programme, working through a leading Managed Service Provider.

This is an initial 3-month contract with likely extensions, offering £550–£600 per day Inside IR35 and requiring 2 days per week on-site in Manchester or Leeds.

You’ll be working within a complex, enterprise-scale environment, helping shape AI-powered customer and colleague journeys by ensuring the knowledge behind these experiences is accurate, accessible and aligned to user and business needs.

• Identifying and onboarding knowledge sources to support AI-powered customer and colleague journeys
• Mapping requirements and ensuring knowledge and AI solutions meet customer and business needs
• Working with Generative AI solutions to improve customer and colleague experiences
• Leading AI evaluation and User Acceptance Testing (UAT) activities
• Assessing knowledge quality, relevance, accuracy and effectiveness
• Identifying content gaps, duplication and opportunities to improve customer journeys
• Working with Product, AI, Data and business teams to optimise knowledge and retrieval performance
• Leading stakeholder workshops, requirements gathering and adoption activities

• Strong Customer Journey / Customer Experience experience within large-scale enterprise environments
• Experience working with AI / Generative AI solutions
• Strong knowledge management and information management experience
• Experience with AI evaluation and User Acceptance Testing (UAT)
• Strong business analysis and requirements gathering skills
• Experience with data discovery, data quality and knowledge governance
• Excellent stakeholder management and workshop facilitation skills
• Experience with enterprise search, taxonomy or information architecture would be beneficial

This is an excellent opportunity to work on a major enterprise programme at the intersection of customer journeys, knowledge management and Generative AI.

Customer Journey Manager / Customer Journey / Customer Experience / CX / AI / Artificial Intelligence / Generative AI / GenAI / Knowledge Management / AI Evaluation / UAT / User Acceptance Testing / Business Analysis / Requirements Gathering / Data Discovery / Data Quality / Knowledge Governance / Information Architecture / Taxonomy / Enterprise Search / Stakeholder Management / Change Management / Enterprise Technology