Senior Journey Experience Manager in Skipton

We're looking for an experienced and passionate Senior Journey Experience Manager to lead our Journey Experience team within Change. This is a leadership role responsible for bringing together customer journey management, service design, user research and UX disciplines to help shape and deliver better experiences for our members and colleagues.

Working across a diverse portfolio of change initiatives & product/platform teams, you'll ensure customer needs remain at the heart of decision-making, providing leadership, coaching and direction to a multidisciplinary team while partnering closely with business, product/platform, technology and operational stakeholders.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

Every day at Skipton is innovation day. Join our Technology team and you’ll discover that we’re constantly focused on real challenges as we build the tools that get things done for our members - quicker than you imagine.

• Lead, develop and inspire a team of Service Design, User Research and UX professionals.
• Embed customer-centred design practices across strategic change initiatives.
• Ensure customer and colleague insight shapes business decisions and priorities.
• Oversee the creation of journey maps, service blueprints, personas and other experience artefacts.
• Drive consistency and best practice across service design, user research and journey management.
• Partner with Change, Product, Technology and Operations teams to improve customer and colleague experiences.
• Champion accessibility, inclusive design and capability development through coaching, mentoring and professional development.

We work in a hybrid way, balancing flexibility with collaboration. For this role, you'll typically spend three days a week in our Skipton office, with the remaining two days working from home.

• Experience leading journey management, service design, UX or user research teams.
• A strong understanding of customer-centred design and experience improvement approaches.
• Experience supporting large-scale change, transformation or digital initiatives.
• Excellent stakeholder management and influencing skills.
• Strong facilitation and workshop leadership experience.
• The ability to balance customer needs, business objectives and delivery constraints, while shaping iterative slices of value that improve customer outcomes.
• A track record of developing high-performing teams and creating positive team cultures.

Your work matters. And the way we reward you matters, too. At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at Currys, and IKEA

We’re here to make life better for our members.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth. We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too. It all means that life at Skipton is more exciting than you imagine.

Life at Skipton is about talking and listening to each other. We make decisions as a team, ensuring you get all the support you need to do work that works for everyone. For most of our roles, there's the option of blended working, which means we mix working from home and meeting in person. The right balance depends on your role, and what works best for you, your manager, and your team.

We also value what everyone brings to Skipton. We create a fair place where you can be yourself. Our colleague networks play a big role in this, connecting people with similar life experiences and making our workplace warm, friendly, inclusive and welcoming.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. When we say we care about your wellbeing, we mean it. Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas. What’s more, it’s help that you can actually use too - not just read about.

Sounds like you? Then apply now. You don't need to tick every box - we look for people who care about our members and who want to grow at the same time. The rest can follow.

Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions - supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.

If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to discuss making reasonable adjustments to our processes for you. Please contact our Talent Acquisition team at talentacquisition@skipton.co.uk.