Customer Journey Manager

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Job Title:

Customer Journey Manager

Location:

Warwick / Hybrid

Contract Type: 12 months with scope to extend

Job Purpose

The Customer Journey Manager is responsible for leading the design, optimisation and continuous improvement of end-to-end customer journeys across services and customer groups.

Operating within the Customer Experience Excellence function, the role translates customer experience design direction, standards and frameworks into practical journey improvements that enhance customer outcomes and operational effectiveness. Working collaboratively across Customer Management, Operations, Digital, Data and Change teams, the postholder will identify customer pain points, redesign journeys and support delivery through to successful implementation.

The Customer Journey Manager plays a key role in ensuring customer journeys are consistent, inclusive and aligned with regulatory expectations, supporting customer commitments and organisational strategy. This is a hands-on delivery role focused on converting customer insight into measurable business and customer improvements.

Key Responsibilities

Lead the mapping, analysis and optimisation of end-to-end customer journeys across key services and customer lifecycle stages.
Identify customer pain points, barriers, failure demand and critical moments that influence customer outcomes.
Apply service design methodologies and customer journey mapping techniques to develop improved customer experiences across digital, operational and human touchpoints.
Ensure journey designs align with established customer experience principles, service standards and design frameworks.
Champion customer-centred design approaches across business functions.
Own and deliver customer journey improvement initiatives within agreed governance and prioritisation frameworks.
Collaborate with operational, customer service, digital and delivery teams to redesign processes that reduce customer effort and improve service outcomes.
Translate customer insights and performance data into actionable recommendations and improvement plans.
Support implementation activities to ensure journey improvements are effectively embedded within day-to-day operations.
Monitor delivery progress and manage risks, dependencies and stakeholder expectations.
Act as the primary point of contact for assigned customer journeys and related improvement activities.
Facilitate workshops, service design sessions, journey reviews and stakeholder engagement activities.
Build strong relationships across Customer Management, Operations, Digital, Data and Change functions.
Present journey findings, recommendations and progress updates to senior stakeholders and governance groups.
Influence decision-making through evidence-based recommendations and customer insight.
Ensure customer journey improvements support regulatory obligations, customer commitments and strategic objectives.
Embed customer insight, feedback, vulnerability considerations and performance data into journey prioritisation and design decisions.
Work with insight and analytics teams to measure journey performance and benefits realisation.
Support the development of customer-focused performance measures and reporting.
Maintain accurate journey documentation, service blueprints and supporting artefacts.
Capture lessons learned and best practice to improve future customer experience initiatives.
Contribute to the development of customer journey management and service design capability across the organisation.
Promote a culture of continuous improvement, customer focus and evidence-led decision making.

Knowledge, Skills & Experience

Essential

Proven experience in Customer Journey Management, Service Design, Customer Experience (CX) or Continuous Improvement roles.
Strong practical experience of customer journey mapping, service design methodologies and process improvement techniques.
Demonstrable experience delivering customer-focused change programmes within complex organisations.
Excellent stakeholder management, facilitation and workshop leadership skills.
Strong analytical and problem-solving abilities, with experience using customer insight and performance data to drive decisions.
Ability to translate complex information into clear, actionable recommendations.
Excellent written and verbal communication skills.
Experience managing multiple priorities and delivering outcomes within agreed timescales.

Desirable

Experience with in utilities, infrastructure, public sector or other regulated environments.
Understanding of regulatory frameworks, customer commitments and industry obligations.
Experience using customer…