Senior 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 (national) or split between home and our London Office (minimum 1 day in office / week ) (London)
Salary Range:
National: £48,500 - £54,500
London: £52,000 - £58,000
Are you passionate about driving change to deliver brilliant customer experiences? Do you have a track record of planning and measuring outstanding customer journeys? If so, this could be the role for you.
About the role
Reporting to the Head of Customer, you will be responsible for leading a team and ensuring that Macmillan is delivering excellent customer experiences, driving either impact or income. You will champion and improve the experiences of one of our core external audiences; these are people who get support from us, those who give support and healthcare professionals. You will ensure their journeys are planned and optimised to meet their needs and exceed expectations.
As well as mapping journeys, you’ll work with our insight team to build understanding of customers, especially the needs of diverse communities and priority audiences. You'll set out plans for navigating customers across different services and products, and influence our marketing and customer-facing teams to ensure these are implemented. You’ll fix issues and put in place frameworks for measuring experiences.
This is an exciting role that will see you lead a wide range of work from briefing customer research and propensity models, to defining system requirements and identifying product gaps, right through to supporting marketing and service teams to embed customer values into a new product or service.
About you
We are looking for a candidate who has either a customer experience or marketing background, and who has used insight to develop and deliver strategies that better meet customer needs.
You’ll be confident and motivated to lead a team to gather insight and deliver change. You will have experience of mapping, planning, measuring and optimising the journey and experience of customers across multiple products and services. You will be an inclusive and inspirational line manager. Excellent analytical and stakeholder management skills are essential.
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 18th June 2023 with virtual interviews taking place during w/c 26th June 2023.
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.
