Customer Journey Manager London, England
Job description
Permanent
Full time (34.5 hours) we are open to a conversation about how you work these hours
Home-based / Dual Location split between home and our London Office / Shipley Office / Glasgow office: minimum 1 days in office
National: £39,000 - £44,000
London: £42,500 - £47,500
Are you passionate about putting the customer first? Do you love designing and optimising customer journeys to deliver exceptional experiences? If so, this could be the role for you.
About the role
As part of Macmillan’s Customer Journey Planning team, you will champion the customer, map their journeys and ensure they are planned and optimised to meet the customer’s needs and exceed their expectations based on data and insight.
This role will be responsible for our customers who support us by giving their time, voice, or money and helping ensure that Macmillan is delivering excellent customer journeys that drive essential fundraised income.
You will make recommendations on how to improve their experience and journey and will work with customer-facing, marketing, and technical teams across the organisation to implement them. Across your work you will measure the effectiveness of changes you make to customer experiences and the impact it has for our customers.
You’ll support with developing approaches to navigate our donors, fundraisers and supporters across our different products to improve their retention and value with us. This could be by supporting on the briefing and delivery of customer research, or analytical projects, to help us understand our customers better. You will design, test and implement cross-team processes and ways of working to enable these approaches.
About you
We are looking for someone who is comfortable and motivated to undertake customer journey planning and prepared to champion the customer at Macmillan to best meet customer needs.
Candidates will come from either a customer journey mapping or a marketing background and ideally have experience of mapping, planning, measuring and optimising the journey and experience of customers across multiple products or services and a variety of channels. You will be able to draw on information from a variety of sources across online and offline touch-points to give a holistic view of the customer’s journey and to assess the journey within the context of the customer’s life-cycle.
Analytical skills are essential, and you will be confident distilling and assessing complex, disparate information into a clear summary and providing recommendations to improve the customer journey and experience. You’ll have experience implementing change to how things are done to improve customer experiences, ideally those that are technically complex, or require cross-departmental collaboration and buy in. As part of a central team that works with others to get things done, stakeholder management, people, and facilitation skills are key.
About us
Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. We strive to build a more diverse organisation, where everyone feels empowered to be their best self to work.
We welcome applications from everyone who meets the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another ethnic minority background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy, along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.
So we can support you to be your best during the application or interview process, please contact Macmillan People Services Team on [email protected] for advice and recruitment adjustments.
Recruitment Process
The application deadline is 17 August, with virtual interviews taking place on 23-24 August.
In order to ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate’s experience.
