Customer Journey Manager

** JOBTITLE :
** Customer Journey Manager,General Insurance Platform   
** SALARY:**£59,850 - £66,500
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* LOCATION:

** expertise to the role of Customer Journey Manager and help deliver great products and journeys for our customers. The role sits within the Customer Product Lab, which forms part of the wider Insurance, Pension and Investment business. As the Group continues to Grow, Focus and Change, the General Insurance business plays a key role in achieving our objectives.

We’re looking for someone who is highly customer focused, has strong analytical skills, and is motivated by continuous improvement. You’ll work closely with our Digital Sales and Claims Feature Teams to deliver outstanding customer journeys. It’s a really exciting time to join General Insurance as we grow and increase our market share, with many new products, partnerships and journeys on the  this position, you’llYou’ll be part of an encouraging group of Customer Journey Managers within General Insurance and across the wider IP&I business—sharing protocols, aligning standards, and cooperating to foster continuous, customer-centred progress swiftly.

partner with our Feature Teams and Experience Design teams to gain insight into our full customer journeys. You will evaluate their efficiency and decide, prioritise, and carry out changes that measurably improve outcomes.
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* Responsibilities include:

** Build seamless digital journeys — independently and collaboratively compose, map, and optimise end to end customer journeys so every touchpoint delivers a smooth, engaging digital experience.

Connect teams for impact — bring together cross functional teams and specialisms, building consensus and ensuring everyone is aligned to deliver a truly connected experience.

Drive the Lab roadmap — collaborate with the Product Owner and Feature Teams to build priorities and deliver features that measurably improve customer experience and outcomes.

Experience understanding and detailing end-to-end processes and journeys, with the ability to spot what’s working and what needs to improve.

Strong analytical skills, with confidence interpreting complex data and turning it into clear, meaningful insights that support decision making.

A continuous improvement outlook, with hands-on experience finding opportunities and delivering improvements across journeys or processes.

Great problem-solvingrelationship building skills, enabling you to work effectively with colleagues across teams. ability paired with strong  skills, including the ability to Experience working on Digital and/or Claims products or journeys. Experience crafting new customer journeys from the ground up. We also offer a wide-ranging benefits package, which includes:
Benefits you can adapt to your lifestyle, such as discounted shopping With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.

Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
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