At a Glance
- Tasks: Optimise customer journeys and enhance experiences using data-driven insights.
- Company: Global leader in financial technology with a focus on inclusivity.
- Benefits: Competitive salary, annual bonus, medical insurance, and career development opportunities.
- Other info: Join a dynamic team in a hybrid working environment with excellent growth potential.
- Why this job: Be the voice of the customer and drive meaningful improvements in digital experiences.
- Qualifications: Experience in customer journey management and strong analytical skills required.
The predicted salary is between 50000 - 50000 £ per year.
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.
My client powers businesses of all sizes to make, take and manage payments. They are a global leader in financial technology with unique capabilities to power omni-commerce. Whether online, in store or mobile, they are at the heart of great commerce experiences in 146 countries and across 135 currencies. They help our customers become more efficient, more secure and more successful.
We are looking for an experienced customer centric Customer Journey Manager (CJM) to join my client's team. The position is being offered on a contract to February 2027. You will be working Monday to Friday, 9am to 5pm, hybrid working being office based 2 days a week. The position is based in the Edinburgh office; however, Leeds and London could be considered.
The Opportunity
We are seeking an experienced Customer Journey Manager to join a digital product team focused on improving customer experiences across key customer journeys. Working within a cross-functional team of Product Owners, Designers and Engineers, you will act as the voice of the customer, using data and insight to identify friction points, influence priorities and drive improvements that deliver better customer outcomes. This role is ideal for someone who is passionate about customer experience, journey optimisation and continuous improvement within a digital environment.
Key Responsibilities
- Understand and optimise end-to-end customer journeys.
- Analyse customer data, behaviours and feedback to identify pain points and improvement opportunities.
- Use customer insight to influence product backlog prioritisation and enhancement decisions.
- Create and maintain customer journey and process maps.
- Champion customer needs throughout the product development lifecycle.
- Work closely with Product, Design and Engineering teams to deliver customer-focused solutions.
- Drive innovation and continuous improvement across digital journeys.
- Build alignment across stakeholders to ensure effective delivery of customer outcomes.
Skills & Experience
Essential
- Experience in Customer Journey Management, Customer Experience (CX), Customer Insights or a similar customer-focused role.
- Proven experience improving and optimising digital customer journeys.
- Strong analytical skills with the ability to translate customer data into actionable insights.
- Experience identifying customer pain points and implementing improvements.
- Strong stakeholder management and influencing skills.
- Experience working within Agile, product-led or digital delivery environments.
- Customer-centric mindset with excellent problem-solving and critical-thinking abilities.
Desirable
- Experience within Financial Services, Banking, Insurance or other regulated industries.
- Experience using journey mapping tools such as Visio, Miro or Lucidchart.
- Experience influencing product roadmaps, backlogs or prioritisation decisions.
- Knowledge of digital transformation and customer-focused change initiatives.
Ideal Background
We're particularly interested in candidates who have experience improving digital customer journeys, using customer insight to drive change, and working closely with Product, Design and Engineering teams to enhance customer experiences.
Please note: This is not a traditional Business Analyst role. We are looking for a customer-focused professional with strong journey optimisation experience who can use insight, innovation and collaboration to deliver measurable improvements for customers.
You will be an integral part of Ajilon (Adecco), a FTSE500 Global organisation with over 52 clients and sole supplier to the biggest organisations in the country and the world. You will be employed by ourselves as an Ajilon Consultant working onsite with our client where you will receive a regular salary, annual bonus payment, pension contributions, holiday and sick pay, plus a number of additional benefits such as medical insurance, income protection, critical illness and life insurance, access to our discounted benefits website and library of online training materials and future career and certification opportunities.
This great opportunity is being offered on a PAYE basis which means a LTD/Umbrella company cannot be used.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Customer Journey Manager employer: Edinburgh City Football Club Limited.
Edinburgh City Football Club Limited is an exceptional employer that prioritises employee growth and development, offering comprehensive training opportunities and a supportive work culture. Located in the vibrant community of Falkirk, the role of Deputy Club Manager not only provides a competitive salary but also includes benefits like life assurance and exclusive discounts, making it a rewarding place to build a career in guest experience and operations.
Contact Details:
Edinburgh City Football Club Limited. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Edinburgh City Football Club Limited..
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Edinburgh City Football Club Limited.. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Journey Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Edinburgh City Football Club Limited..
How to prepare for a job interview at Edinburgh City Football Club Limited.
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Edinburgh City Football Club Limited.'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Edinburgh City Football Club Limited. offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
