About this role

Champion the Voice of the Customer , bringing colleague feedback, sentiment and lived experience into conversations
Conduct direct research with colleagues to understand their needs, struggles and aspirations
Facilitate workshops and co‑create solutions with stakeholders
Coordinate cross‑functional alignment and delivery planning
Influence design and product decisions to reflect colleague needs
Track KPIs and measure experience effectiveness
Identify opportunities for continuous improvement and innovation

2+ years’ experience in customer experience, service design, product, change or a related field
Strong analytical skills and the ability to interpret user data and insight
Confidence to challenge ideas and influence decisions across teams
Familiarity with human‑centred design and agile ways of working
Excellent communication and stakeholder engagement skills
A deep passion for listening to and amplifying the Voice of the Customer—our colleagues

Customer Journey Manager

Key skills