At a Glance
- Tasks: Design and optimise customer journeys that enhance experiences for schools and learners.
- Company: Join AQA, the UK's largest academic qualifications provider, dedicated to advancing education.
- Benefits: Enjoy a competitive salary, flexible hybrid working, and generous annual leave.
- Other info: Be part of a diverse team with excellent professional development opportunities.
- Why this job: Make a real impact on thousands of learners through personalised customer experiences.
- Qualifications: Experience in CRM campaign management and journey automation is essential.
The predicted salary is between 42500 - 51000 £ per year.
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.
Key responsibilities
- 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.
What’s in it for you
- 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, InterFaith, 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.
What we are looking for
- Experience with CRM campaign management and journey automation (Dynamics, HubSpot, Salesforce, or similar).
- Confidence in working with Marketing, Sales, and Service teams to deliver integrated experiences.
- Skills in journey mapping tools like Figma and process design.
- Excellent stakeholder management and communication skills.
- An analytical mindset and a passion for continuous improvement and A/B testing.
Application process
To apply, please submit your most recent CV with a cover letter outlining your suitability for the role. Applications will close at 23:59 on Sunday 16 November 2026. Interviews will be held in the Manchester office in the week beginning 23 November 2026.
Diversity and inclusion statement
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.
Customer Journey Manager in Manchester employer: AQA Education
AQA Education is an exceptional employer that prioritises employee growth and work-life balance, offering a flexible hybrid working environment and generous annual leave. With a strong focus on collaboration and innovation within the data architecture team, employees are encouraged to develop their skills and contribute to meaningful projects that enhance data governance and integrity. Join us in Manchester for a rewarding career where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AQA Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AQA Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Journey Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AQA Education:Your cover letter is your chance to shine! Tell us why you want to work at AQA Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AQA Education!
How to prepare for a job interview at AQA Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
