Customer Journey Owner (CX, Service Design)
- Greater London
- £380-390 per day
- Permanent
- Full-time
- £390.00 pd
- Inside IR35
- 12 months
- 3 days on-site
- London, Zone 1
- Lead the design, delivery, and optimisation of the end-to-end customer journeys (e.g., on-boarding, purchase, adoption, support…).
- Define vision and KPIs for digital journeys, ensuring alignment business and customer.
- Act as the voice of the customer – insights, data, and feedback to lead improvements across digital touch-points.
- Translate strategy into actionable road-maps, collab with product, design, engineering, and marketing.
- Drive personalisation and segmentation strategies to create differentiated experiences for different customers.
- Ensure all digital journeys are compliant, accessible, and aligned with the brand promise.
- Monitor journey performance using analytics and customer feedback, identifying friction points and opps.
- A/B, multivariate testing to optimise customer experiences.
- Report on performance metrics to leadership, highlighting successes and areas for improvement.
- £390.00 pd
- Inside IR35
- 12 months
- 3 days on-site
- London, Zone 1