Customer Journey Manager

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Ready to design and optimise journeys that make a real difference for schools, educators, and learners? If you’re passionate about creating seamless, personalised experiences, this is the role for you. As a Customer Journey Manager, you’ll play a key role in shaping how our customers experience AQA, by leading the hands‑on creation and optimisation of automated journeys in our CRM. You’ll connect experiences across Marketing, Product, Sales, and Service, ensuring every interaction is meaningful and measurable.

Your work will help us deliver on our mission to support learners of all abilities.

• Designing and managing automated, multi‑channel customer journeys across the lifecycle.
• Collaborating with cross‑functional teams to embed CRM‑driven workflows that improve outcomes.
• Using data and insights to refine journeys and report on success metrics.

• The chance to shape customer experiences that impact thousands of learners.
• A working week of 35 hours with flexible, hybrid working
• A pension which could see up to a combined contribution of 18.5%
• 25 days annual leave with additional office closure days at the end of December
• The opportunity to join a variety of staff networks including Empowering Women, LGBTQ+, Disability, Parents and Carers, Inter Faith, Neurodiversity and more.
• Private Medical Insurance, a Health Cash Reward Plan, Life Assurance and an extensive Employee Assistance Programme
• Access to professional development and growth opportunities.

• Have experience with CRM campaign management and journey automation (Dynamics, Hub Spot, Salesforce, or similar).
• Can work confidently with Marketing, Sales, and Service teams to deliver integrated experiences.
• Are skilled in journey mapping tools like Figma and process design.
• Bring excellent stakeholder management and communication skills.
• Have an analytical mindset and a passion for continuous improvement and A/B testing.

All applications will be read and responded to by a human.

At AQA, we’re committed to creating a workplace where everyone feels they belong and can do their best work. We value the different perspectives, experiences and backgrounds our people bring, knowing they strengthen our culture, decision‑making and impact. We foster an inclusive environment where everyone is treated with respect, has access to opportunities to grow and contribute, and feels able to be themselves.

We welcome applications from people of all backgrounds and lived experiences.

Purpose:

At AQA we are more than just an awarding organisation, we are committed to advancing education by enabling both teachers and students to realise their potential. Our purpose drives everything we do – we're here to make a positive difference in the world by bringing out the best in educators and learners. The Customer Connections team plays a pivotal role in this mission, working across the organisation to ensure customers are at the heart of every interaction.

This role is key in shaping how we connect with customers through personalised, automated journeys that support onboarding, engagement, and retention. As a Customer Journey Manager (CRM), you will design, build, and optimise customer journeys using our CRM platform. You’ll bring together data, technology, and creativity to ensure customers experience seamless,…