At a Glance
- Tasks: Lead and optimise customer journeys, ensuring a seamless digital experience.
- Company: Join a forward-thinking company focused on customer-centric digital solutions.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences through innovative strategies.
- Qualifications: Degree in Business or related field; experience in digital journey management.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
- Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
- Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
- Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.
- Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
- Drive personalisation and segmentation strategies to create differentiated experiences for different customer types.
- Ensure all digital journeys are compliant, accessible, and aligned with the brand's promise.
Performance & Optimisation
- Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
- Lead test-and-learn experiments (A/B, multivariate testing) to optimise customer experiences.
- Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.
- Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
- Influence stakeholders and align priorities across multiple business units.
- Foster a culture of customer-centricity, innovation, and continuous improvement.
Required Qualifications
- Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
- Proven track record in digital product, journey, or experience management.
- Strong knowledge of digital analytics, customer research, and CX methodologies.
- Experience with journey mapping tools, A/B testing platforms, and personalisation technologies.
- Ability to manage multiple projects with cross-functional teams in an Agile environment.
- Excellent communication, stakeholder management, and influencing skills.
Preferred Qualifications
- Experience in financial services, SaaS, or e-commerce customer journeys.
- Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
- Deep understanding of SMB customers and their digital needs.
- Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Marketing
Industries: Software Development
Digital Journey Manager in London employer: Empresaria Group plc
As a Digital Journey Manager at our innovative software development firm, you will thrive in a dynamic work culture that prioritises collaboration and customer-centricity. We offer competitive benefits, including professional development opportunities and a commitment to continuous improvement, ensuring you can grow your skills while making a meaningful impact on customer experiences. Located in a vibrant tech hub, our company fosters an environment where creativity and innovation are celebrated, making it an excellent place for those seeking rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Journey Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in digital experience or customer journey roles. Use platforms like LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your previous work in digital journeys, showcasing any successful projects or optimisations you've led. This will give potential employers a clear view of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on your knowledge of analytics and customer experience methodologies. Be ready to discuss how you've used data to drive improvements in past roles, as this is key for a Digital Journey Manager.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Digital Journey Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Journeys:When writing your application, let us see your enthusiasm for creating amazing customer experiences. Share specific examples of how you've optimised journeys in the past and how you can bring that passion to our team.
Be Data-Driven:We love numbers! Make sure to highlight your experience with digital analytics and how you've used data to drive decisions. Mention any tools or methodologies you're familiar with, as this will show us you're ready to hit the ground running.
Tailor Your Application:Don’t just send a generic application. Take the time to align your skills and experiences with the responsibilities listed in the job description. This shows us that you understand what we’re looking for and that you’re genuinely interested in the role.
Keep It Clear and Concise:While we want to know all about your amazing skills, keep your application clear and to the point. Use bullet points where possible and make sure your key achievements stand out. We appreciate a well-structured application!
How to prepare for a job interview at Empresaria Group plc
✨Know Your Customer Journeys
Before the interview, dive deep into understanding various customer journeys relevant to the role. Familiarise yourself with onboarding, purchase, and support processes. Be ready to discuss how you would optimise these journeys using data and insights.
✨Showcase Your Analytical Skills
Prepare examples of how you've used analytics to monitor performance and identify friction points in previous roles. Highlight any A/B testing or multivariate experiments you've led, and be specific about the outcomes and improvements achieved.
✨Collaboration is Key
Since this role involves working with cross-functional teams, think of instances where you've successfully collaborated with product, design, or marketing teams. Share how you influenced stakeholders and aligned priorities to deliver seamless customer experiences.
✨Emphasise Customer-Centricity
Be prepared to discuss how you’ve championed the voice of the customer in your past roles. Share insights on how you’ve used customer feedback to drive improvements and foster a culture of innovation and continuous improvement within your team.
