Customer Journey Officer

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This range is provided by Dogs Trust. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Dogs Trust

Do you have a passion for creating meaningful customer experiences that make a real difference?

At Dogs Trust, we’re on a mission to become a more customer-centric organisation and we need a dedicated Customer Journey Officer to help us get there. You’ll play a key role in ensuring every interaction reflects our values, strengthens relationships, and helps us achieve our ambitions as the UK’s leading dog welfare charity

What does this role do?

As a Customer Journey Officer you will:

• Act as a key point of contact for end-to-end customer experience planning across all channels and touchpoints.
• Lead on mapping and documenting customer journeys, ensuring consistency of standards across digital and in-person experiences.
• Analyse customer feedback and data to identify pain points and improvement opportunities within each journey.
• Support the implementation of evidence-based changes to enhance engagement, satisfaction, and conversion.
• Collaborate with teams across the organisation to champion customer journey thinking and embed best practices.

Could this be you?

With experience of customer journey mapping or service design principles you will have strong analytical and problem solving skills with the ability to translate data, trend and patterns. An excellent communicator you will have knowledge of customer journey mapping software.

What does this team do?

The Customer Insights and Journeys team is responsible for developing a deep understanding of Dogs Trust\’s customers through research and data analysis to inform the development and implementation of effective brand engagement, marketing communications campaigns, and fundraising strategies.

About Dogs Trust

We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing, Writing/Editing, and Product Management

• Industries

  Non-profit Organizations

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