Senior Journey Experience Manager

Hours

35 Hours per week, hybrid 3 days in office

£73,000 Per Annum

Sun, 23 Aug 2026

We're looking for an experienced and passionate Senior Journey Experience Manager to lead our Journey Experience team within Change.

This is a leadership role responsible for bringing together customer journey management, service design, user research and UX disciplines to help shape and deliver better experiences for our members and colleagues.

Working across a diverse portfolio of change initiatives & product/platform teams, you'll ensure customer needs remain at the heart of decision-making, providing leadership, coaching and direction to a multidisciplinary team while partnering closely with business, product/platform, technology and operational stakeholders.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

• Lead, develop and inspire a team of Service Design, User Research and UX professionals.
• Embed customer-centred design practices across strategic change initiatives.
• Ensure customer and colleague insight shapes business decisions and priorities.
• Oversee the creation of journey maps, service blueprints, personas and other experience artefacts.
• Drive consistency and best practice across service design, user research and journey management.
• Partner with Change, Product, Technology and Operations teams to improve customer and colleague experiences.
• Champion accessibility, inclusive design and capability development through coaching, mentoring and professional development.

We work in a hybrid way, balancing flexibility with collaboration. For this role, you'll typically spend three days a week in our Skipton office, with the remaining two days working from home.

• Experience leading journey management, service design, UX or user research teams.
• A strong understanding of customer-centred design and experience improvement approaches.
• Experience supporting large-scale change, transformation or digital initiatives.
• Excellent stakeholder management and influencing skills.
• Strong facilitation and workshop leadership experience.
• The ability to balance customer needs, business objectives and delivery constraints, while shaping iterative slices of value that improve customer outcomes.
• A track record of developing high-performing teams and creating positive team cultures.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuin e thank you for making a difference.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at Currys, and IKEA

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them.

You’ll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too

It all means that life at Skipton is more exciting than you imagine.

We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.

For most of our roles there's the option of blended working, which means we mix working from home and meeting in person. The right balance depends on your role, and what works best for you, your…