At a Glance
- Tasks: Shape and enhance customer experiences across all touchpoints for maximum satisfaction.
- Company: Join a leading organisation focused on customer-centric solutions.
- Benefits: Attractive salary, flexible working options, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by improving customer journeys and driving business success.
- Qualifications: Experience in customer journey management and strong analytical skills.
The predicted salary is between 55000 - 65000 £ per year.
As a Customer Journey Manager, you will be responsible for shaping and improving the end-to-end experience for our customers, ensuring every interaction is simple, consistent, and aligned with our strategic goals. Your work will help customers achieve their objectives while driving business growth.
In this role, you will design and optimise journeys by mapping interactions across all touchpoints, identifying pain points, and creating strategies that enhance satisfaction and loyalty. You will influence investment decisions and define the scope, objectives, priorities, and 'definition of done' for initiatives driven by the Customer Journey Management function, providing clear guidance to the Chief Information Office (CIO) for delivery and ensuring these initiatives drive real value.
Using customer feedback, analytics, and performance metrics, you will make data-driven decisions to identify opportunities and implement measurable improvements. Collaboration is key, as you will work closely with teams across Nationwide, including marketing, product, operations, and service to deliver a unified, customer-centric approach.
You will monitor journey performance, adapt to changing customer needs, and champion continuous improvement to keep processes competitive and relevant. Acting as the voice of the customer, you will ensure their needs and expectations shape our decisions and solutions.
Customer Journey Manager in London employer: Nationwide
At Nationwide, we pride ourselves on being an exceptional employer that values collaboration and innovation. As a Customer Journey Manager, you will thrive in a supportive work culture that prioritises employee growth and development, offering numerous opportunities for professional advancement. Located in a vibrant community, our commitment to customer-centric solutions not only drives business success but also fosters a fulfilling and meaningful work environment for all employees.
