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- Tasks: Enhance customer journeys using insights and analysis to improve satisfaction and efficiency.
- Company: Join Raven, a leader in carbon reduction and community-focused housing.
- Benefits: Competitive salary, flexible working, generous leave, and strong focus on personal development.
- Why this job: Make a real impact by designing better experiences for customers and driving change.
- Qualifications: Experience in customer journey mapping, strong analytical skills, and project management capabilities.
- Other info: Diverse and inclusive workplace with opportunities for part-time work and job sharing.
The predicted salary is between 42750 - 45000 £ per year.
£42,750 - 45,000 pa + excellent benefits (Full time – 36 hours per week)
Redhill - Hybrid working – office days subject to business needs, around 2 days per week
As our Customer Journey Manager, you’ll use insight, analysis, and root cause investigation to assess and improve key customer journeys and touchpoints. You’ll champion a proactive, insight-led approach to continuous improvement and design experiences that reduce customer effort, increase satisfaction, and drive operational efficiency.
Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.
Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven.
- We Put Customers First in everything we do.
- We will Always Be Curious about how we can do better.
- We work together to Make It Happen.
What you’ll achieve in the role:
- Analysing customer feedback and insight to identify pain points and improvement opportunities
- Continuously assess and enhance priority customer journeys
- Design end-to-end experiences using structured methodologies
- Build business cases to support decision-making
- Collaborate with internal teams and external partners to influence experience design
- Track and evaluate improvements based on agreed success metrics
What you’ll bring to Raven:
- Experience in Customer Journey Mapping and Service Design
- Strong analytical and problem-solving skills
- Project management capability with a focus on measurable outcomes
- Excellent stakeholder engagement and influencing skills
- Knowledge of customer experience assessment methodologies
You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.
What Raven will offer in return:
To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.
Our reward package includes:
- Competitive salaries with annual pay review
- Fantastic work/life balance with flexible working and generous leave entitlement
- Strong focus on learning and development, with opportunities to grow your skills and career
- Enhanced maternity, paternity, and adoption pay
- Funded health cash plan
- Extensive wellbeing support
- Voucher-based recognition scheme
- Retail discounts
DBS clearance will be required for this role.
Vacancy Close Date: 31st December 2025
Raven is focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnicities, the LGBTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
We will consider applications for part-time working and job sharing; please include this information in your application. All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let us know.
As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application.
Customer Journey Manager, in Guildford employer: Raven Housing Trust
Contact Detail:
Raven Housing Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager, in Guildford
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Raven on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Raven's values and culture. Think about how your experience aligns with their mission of putting customers first and being curious. Show them you’re not just a fit for the role, but for the team!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer journeys in the past. Use the STAR method (Situation, Task, Action, Result) to keep it structured and impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Raven community.
We think you need these skills to ace Customer Journey Manager, in Guildford
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for improving customer journeys shine through. Use examples from your past experiences to demonstrate how you've put customers first and made a difference.
Be Insightful and Analytical: Since the role involves analysing customer feedback, make sure to highlight your analytical skills in your application. Share specific instances where you've used data to identify pain points and drive improvements.
Collaborate and Communicate: Raven values teamwork, so emphasise your ability to work collaboratively. Mention any projects where you’ve successfully engaged with stakeholders or influenced experience design through effective communication.
Tailor Your Application: Don’t forget to tailor your application to match the job description! Highlight your relevant skills and experiences that align with the role of Customer Journey Manager. And remember, apply through our website for the best chance!
How to prepare for a job interview at Raven Housing Trust
✨Know Your Customer Journeys
Before the interview, dive deep into understanding customer journey mapping and service design. Familiarise yourself with common pain points and improvement strategies that companies like Raven might face. This will help you speak confidently about how you can enhance customer experiences.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used data analysis to identify issues and implement solutions. Bring along metrics or case studies that demonstrate your ability to track and evaluate improvements, as this aligns perfectly with what Raven is looking for.
✨Emphasise Collaboration
Raven values teamwork, so be ready to share experiences where you've successfully collaborated with internal teams or external partners. Highlight your stakeholder engagement skills and how you've influenced experience design in previous roles.
✨Align with Their Values
Familiarise yourself with Raven's culture statements and values. During the interview, weave these principles into your responses to show that you not only understand their mission but also embody the same values of putting customers first and being curious about continuous improvement.
