1 to 25 of 76 Customer Journey Map Jobs in London

Location: Central London HQ – Hybrid Model We have partnered with a household Financial Services business looking to create a new Digital Banking Platform, with the purpose of consolidating customer accounts in one place. Experience Required: Proven experience a Senior or Lead Design position, with a strong portfolio showcasing complex, large-scale digital products, ideally within the financial services … or similarly regulated industries. Strategic thinker with the ability to translate high-level business and customer goals into actionable UX and service design strategies Demonstrated experience leading and mentoring UX design teams. Expertise in a wide range of user research methodologies and the ability to translate research findings into actionable design insights. Experience using Service Design principles such … as customer journey mapping, service blueprinting, and stakeholder management. Mastery of interaction design principles, information architecture, and user flow development. Proficiency in industry-standard design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Axure). Excellent communication, presentation, and storytelling skills, with the ability to articulate design rationale clearly and persuasively to diverse audiences. Experience working More ❯

to maximize their online and mobile banking. Experience and skills required: Building a design community to share knowledge, generate ideas, and embed design principles across product, service, and customer journeys. Experience in leadership, digital delivery, and strategic thinking is essential. Proficiency in customer journey mapping, service blueprinting, creative workshop facilitation, co-creation, storyboarding, service … prioritizing the user perspective, and challenging constraints. Experience working within Agile environments and proficiency with Figma. Collaborating with data and design analysts to define metrics, measure outcomes and customer impact, and using insights for continuous improvement. Candidates should demonstrate evidence of these skills and experiences in their CV for consideration. Please note: If you do not hear from More ❯

network you want to login/join with: Are you looking for a role that enables you to design innovative service solutions, optimise service delivery, and create exceptional customer experiences? Contract : Permanent Working hours : 35 hours per week Reporting to : Transformation Projects Enablement Manager Location : London, docklands or Coventry. Our permanent hybrid policy sees us all working at … working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution. Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we’re … understanding: gathering the necessary data and commissioning the necessary research to gain insights into our customers’ needs, behaviours and preferences. Design and innovation: applying design thinking methodologies to map customer journeys, define touchpoints, and design service blueprints that outline the end-to-end customer experience. Problem definition and solutioning: engaging stakeholders in activities to More ❯

and analysis to understand user needs, pain points, and behaviours across large and complex journeys. Collaborating with stakeholders to define measurable service goals and objectives. Developing service blueprints, customer journey maps, and other service design artifacts to visualize and communicate the end-to-end service experience. Integrating design decisions across the multiple layers involved in delivering More ❯

benefiting from Howden's deep market expertise, established networks, and robust infrastructure. Role Responsibilities As a Senior Business Analyst, you will be a key driver in our transformation journey, bridging the gap between customer needs, business requirements, and technical solutions. Working in a dynamic startup environment, you will shape product development, design seamless customer … You will serve as the crucial link between product teams, development teams, and business stakeholders, translating complex business requirements into clear technical specifications while maintaining focus on exceptional customer experience. KEY ACCOUNTABILITIES: Product Analysis & Customer Journey Design: Owns end-to-end analysis of new product launches and feature developments Designs and maps customer journeys, identifying pain points and opportunities for improvement Creates detailed process flows and user stories that balance customer experience with technical feasibility Champions customer-centric design thinking across all initiatives Develops comprehensive business requirements that align with both customer needs and technical capabilities Technical Analysis & Integration: Leads technical requirement gathering and analysis More ❯

The Wine Flyer . Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers. We're on a truly exciting journey of growth and transformation - we're going places! This is where you come in. The opportunity IAG Loyalty manages the Avios currency which millions of customers collect and spend … retailers Co-ordinate the distribution of seasonal trading activity across the Avios site: Ensure we successfully navigate key seasonal periods, such as Easter, Summer, and Christmas, to meet customer demand and business goals. Develop offer scope (in tandem with Merchandiser) and editorial content briefs to drive trading activity and support SEO effort Execute digital experience projects such customer journey mapping and connecting the dots from social media platforms to the site to drive sales. Using data to develop insights into online customer behaviour and using this data to identify UX improvement opportunities. Improve conversion, trade and shopping experiences to accelerate growth. Contribute to the delivery of new and innovative online experiences working More ❯

of experience design research, strategies and systems Create a range of experience design deliverables, depending on the needs of the project, e.g. user flows, IA, wireframes, competitor anaylsis, customer journey maps etcIdentify customer needs and motivations, interpret client challenges and define experiences Collaborate with people who have different backgrounds, different ways of thinking, and … with and leverage new/AI tools where appropriate to improve design workflows and research Work closely with product managers, strategists, designers, technologist, and data strategists to align customer needs with business goals Responsibilities: Day to day responsibilities a Senior Experience Designer at AnalogFolk can include: Performing secondary and competitor research, heuristic evaluations, and audits Evaluating existing sites … in terms of their persuasiveness, emotional design, and usability Facilitating interviews and focus groups to determine customer needs Translating business goals and KPIs into actionable insights, experience design objectives and measurable outcomes Assisting with concept development and ideation workshops, ensuring creative ideas are grounded in strategy and technology Creating detailed interactive wireframes, click-through prototypes, and design artefacts More ❯

found in other businesses. As an experienced, hands-on designer, you bring expertise across the entire spectrum of human-centered design which includes User Interface Design, Interactive Design, Journey and User Flow Mapping, Information Architecture, UX Research and Testing, Usability and Accessibility knowledge. In addition, it's critical to know visual identity/branding principles, style, and design … and process is primed for success. RESPONSIBILITIES Produce polished, industry-leading design for Transaction Banking products Work alongside Product Managers and business stakeholders to translate client needs into customer journey maps, evolving into flows and specifications Engage in proactive problem solving and identify specific issues based on client feedback Work with existing design systems and brand More ❯

found in other businesses. As an experienced, hands-on designer, you bring expertise across the entire spectrum of human-centered design which includes User Interface Design, Interactive Design, Journey and User Flow Mapping, Information Architecture, UX Research and Testing, Usability and Accessibility knowledge. In addition, it's critical to know visual identity/branding principles, style, and design … and process is primed for success. RESPONSIBILITIES Produce polished, industry-leading design for Transaction Banking products Work alongside Product Managers and business stakeholders to translate client needs into customer journey maps, evolving into flows and specifications Engage in proactive problem solving and identify specific issues based on client feedback Work with existing design systems and brand More ❯

Customer Retention and Operations Manager Department: Commercial Employment Type: Full Time Location: London, UK Description The Churn and Operations Manager is responsible for developing and executing strategies to minimize customer churn, increase user retention. The candidate will also be responsible for optimizing operational processes that help reduce churn and increase customer retention This role … involves analyzing customer data to identify churn risks, implementing proactive retention strategies, and refining operational workflows to support customer satisfaction and retention. The ideal candidate will have a strong background in customer success, data analysis, and operations management, with a proven ability to drive process improvements and reduce churn. As a business we not … highlight key reasons why customers are considering or choosing to move away from us. They will be responsible for building and actioning a strategy to reduce the % of customer churn. We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact. Key outcomes of More ❯

the single point of accountability for all client impacts, owning the end-to-end client change journey across multiple workstreams. Support Product Owners and design teams to map, measure, and orchestrate customer journeys, ensuring seamless and consistent client experiences throughout migration and beyond. Take ownership of client journey mapping (e.g., using tools such … legacy system migrations and service model redesigns. Strong collaboration skills, with a track record of working across business, design, and technology teams in agile environments. Deep understanding of customer journey mapping, process evaluation, and data-led decision-making. Demonstrable experience in client reporting, service design, and stakeholder communication at a senior level. Confidence in influencing strategic More ❯

to the businesses service operations and strong coordination with teams in Legal and Procurement. They are also seeking someone with process-orientated BA skillset to support on a customer journey mapping project which will play a key part in their Customer Success part of the business. Key Responsibilities Manage end-to-end service transition … between third-party vendors Lead customer journey mapping to support a user-centric service design Develop and implement a framework and structured processes for the transition Create storyboards and visual models to illustrate service evolution and impact Track and manage dependencies across teams, systems, and vendors Ensure documentation, governance, and communication plans are in place and … adhered to Key Skills Proven experience delivering Service Transition projects as a BA or PM Strong background in process design, journey mapping, and framework development Confident managing dependencies and aligning cross-functional teams Excellent communication skills and stakeholder management Experience in publishing, digital content, or analytics industries is a bonus This is a great opportunity to be part More ❯

housing transactions each year. We deliver a one-stop shop for estate agents and home builders to drive efficiencies, speed up the transaction while reducing risk, improve end-customer experiences, stay ahead of regulatory changes and unlock new areas for business growth. Our open APIs integrate with other platforms across lending, conveyancing and prop-tech providers, enabling us … the wider industry and their customers. Role Summary The Marketing Manager, Audience Retention role, will be pivotal in developing and executing strategies to nurture and retain our valuable customer database. This role is dedicated to reducing churn by delivering meaningful, engaging content and solutions that bolster our customers' loyalty and perception of our brands. Working closely with the … product and sales teams, this role aims to ensure that our customer satisfaction metrics, such as Renewal Rate and Net Promoter Score (NPS), remain high. Key Responsibilities Design and implement targeted nurture and retention campaigns to actively engage our estate agent database. Collaborate with product and sales teams to identify customer pain points and develop content More ❯

with your recruiter to learn more. Base pay range Direct message the job poster from Bodhi Practice Manager - CRM/CDP & Marketing Technology at Bodhi Resourcing Job Title: Customer Experience Strategy Consultant Location: London Working Pattern: Hybrid – 2–3 days per week in the office Salary: Up to £65,000 + 10% bonus + benefits About Us We … are a leading consultancy specialising in Data, Marketing Technology, and Customer Experience. We help clients achieve meaningful results through exceptional service, deep domain knowledge, and innovative, tech-enabled solutions. Our team supports clients in acquiring, developing, and retaining customers through smart, insight-led strategies. We combine high-quality consumer data with advanced technology to deliver impactful, measurable results. … Our key areas of focus include: Digital Transformation, Strategy & Consulting, Consumer Data, Analytics & Insight, Marketing Systems Design & Integration, Hosted Customer Management Services, Multi-Channel Campaign Execution How We Work We hire and nurture the very best talent, empowering our people to deliver exceptional work. In a fast-moving market, our core values set us apart: Uncompromising on quality More ❯

Customer Retention and Operations Manager Join to apply for the Customer Retention and Operations Manager role at Team Internet Customer Retention and Operations Manager 1 day ago Be among the first 25 applicants Join to apply for the Customer Retention and Operations Manager role at Team Internet Get AI-powered advice on … this job and more exclusive features. The Churn and Operations Manager is responsible for developing and executing strategies to minimize customer churn, increase user retention. The candidate will also be responsible for optimizing operational processes that help reduce churn and increase customer retention This role involves analyzing customer data to identify churn risks, implementing … proactive retention strategies, and refining operational workflows to support customer satisfaction and retention. The ideal candidate will have a strong background in customer success, data analysis, and operations management, with a proven ability to drive process improvements and reduce churn. As a business we not only want to win new customers but want to look after More ❯

to the businesses service operations and strong coordination with teams in Legal and Procurement. They are also seeking someone with process-orientated BA skillset to support on a customer journey mapping project which will play a key part in their Customer Success part of the business. Key Responsibilities Manage end-to-end service transition … between third-party vendors Lead customer journey mapping to support a user-centric service design Develop and implement a framework and structured processes for the transition Create storyboards and visual models to illustrate service evolution and impact Track and manage dependencies across teams, systems, and vendors Ensure documentation, governance, and communication plans are in place and … adhered to Key Skills Proven experience delivering Service Transition projects as a BA or PM Strong background in process design, journey mapping, and framework development Confident managing dependencies and aligning cross-functional teams Excellent communication skills and stakeholder management Experience in publishing, digital content, or analytics industries is a bonus This is a great opportunity to be part More ❯

aimed at maximizing user engagement and loyalty. The ideal candidate will have a strong background in CRM, with expertise in localization and personalization strategies. Key skills should include customer journey mapping, customer lifecycle management, and segmentation using data-driven machine learning techniques. This role requires a deep understanding of customer needs, touchpoint … analysis, and strong business acumen. We seek someone who can effectively translate insights into actionable strategies to enhance the overall customer experience at Crypto.com. Responsibilities Strategy and Leadership Team Leadership: Lead and mentor a high-performing team of CRMs, fostering a culture of collaboration, accountability, and high performance. Vision Development: Establish and execute comprehensive and automated lifecycle CRM … strategies that effectively guide customers through their pre or post-purchase journey at scale. Data-Driven Frameworks: Develop customer journey frameworks and maps to inform lifecycle strategies and ensure cross-functional alignment. Cross-Department Collaboration: Partner with product, marketing, legal, compliance, data engineering, content team, CS as well as vendors to create seamless customer More ❯

mobile app modernisation initiative for a leading bank. The ideal candidate will have strong domain knowledge in digital and retail banking, with expertise in omni-channel strategy and customer experience across mobile, web, branch, and contact centres. You’ll collaborate with stakeholders, product teams, and architects to align business needs with modern digital solutions and deliver seamless, consistent … user journeys across all channels. Key Responsibilities: · Define omni-channel strategies and customer journeys for mobile and digital banking · Collaborate with stakeholders to gather and refine business requirements · Provide input on mobile UX, feature prioritisation, and cross-channel integration · Recommend modernisation approaches for existing platforms · Translate business needs into clear, functional specifications · Contribute to solution design and support … Skills: · 5+ years in digital/retail banking, with 2+ in omni-channel/mobile banking · Proven experience in digital transformation projects · Strong understanding of mobile UX and customer journey mapping · Agile delivery experience and strong communication skills · Prior consulting experience or working with leading banks is a plus Pay range and compensation package: Competitive salary More ❯

mobile app modernisation initiative for a leading bank. The ideal candidate will have strong domain knowledge in digital and retail banking, with expertise in omni-channel strategy and customer experience across mobile, web, branch, and contact centres. You’ll collaborate with stakeholders, product teams, and architects to align business needs with modern digital solutions and deliver seamless, consistent … user journeys across all channels. Key Responsibilities: · Define omni-channel strategies and customer journeys for mobile and digital banking · Collaborate with stakeholders to gather and refine business requirements · Provide input on mobile UX, feature prioritisation, and cross-channel integration · Recommend modernisation approaches for existing platforms · Translate business needs into clear, functional specifications · Contribute to solution design and support … Skills: · 5+ years in digital/retail banking, with 2+ in omni-channel/mobile banking · Proven experience in digital transformation projects · Strong understanding of mobile UX and customer journey mapping · Agile delivery experience and strong communication skills · Prior consulting experience or working with leading banks is a plus Pay range and compensation package: Competitive salary More ❯

mobile app modernisation initiative for a leading bank. The ideal candidate will have strong domain knowledge in digital and retail banking, with expertise in omni-channel strategy and customer experience across mobile, web, branch, and contact centres. You’ll collaborate with stakeholders, product teams, and architects to align business needs with modern digital solutions and deliver seamless, consistent … user journeys across all channels. Key Responsibilities: · Define omni-channel strategies and customer journeys for mobile and digital banking · Collaborate with stakeholders to gather and refine business requirements · Provide input on mobile UX, feature prioritisation, and cross-channel integration · Recommend modernisation approaches for existing platforms · Translate business needs into clear, functional specifications · Contribute to solution design and support … Skills: · 5+ years in digital/retail banking, with 2+ in omni-channel/mobile banking · Proven experience in digital transformation projects · Strong understanding of mobile UX and customer journey mapping · Agile delivery experience and strong communication skills · Prior consulting experience or working with leading banks is a plus Pay range and compensation package: Competitive salary More ❯

Adobe Analytics, Adobe Target, and other Adobe Experience Cloud tools to monitor and optimise website performance; support A/B testing and collaborate with teams across Saga. From customer journey funnels to improving conversion, your work conducting competitive analysis and identifying opportunities for enhancement will make a visible impact across our digital estate. This is an … the data says, but why; someone curious, commercially minded, and eager to interpret insights that will inform decision-making across the wider business. Were also on an exciting journey into personalisation as a core part of our digital and data strategy. If you're keen to help shape and grow a personalisation roadmap, this is your opportunity to … optimise user experience, content effectiveness, and conversion rates. User Behaviour & Engagement Analysis: Leverage Adobe Analytics to analyse user journeys, identify drop-off points, and recommend changes that enhance customer interactions with the website. Also use session replay and heatmaps to expand this understanding. Tag Management: Manage and ensure accurate tracking and tagging on the website through Adobe Launch More ❯

and measurement strategy (surveys, embedded data, unstructured data, dashboards, closed-loop flows) to help achieve desired outcomes (such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty). This individual will help clients drive organisational change and address the common CX challenge of realising value by creating a systematic approach to driving continuous insights that … sites is crucial. This requires: Experience working in a Contact Centre as an agent, manager, or support function; Expertise in analysing or managing unstructured data to build strong Customer Experience programs; Proven experience in driving value from integrated approaches to contact centre operations (including Agent Effectiveness, QAQM, and digital integrations); Experience leading CC transformation with strong change management … with some of the world's most recognizable brands, to deliver services to augment their ability to execute a CX program, including program design, maturity assessments, program reviews, customer journey mapping, listening post designs, etc. This highly-visible role will interface with client stakeholders at different levels of an organization to gain a deep understanding of More ❯

projects or workstreams. Experience and knowledge of tax compliance processes. Experience using data analytics tools to gather, review, and analyse business requirements, including KPIs, and other key metrics. Customer journey mapping experience and translation into wireframes and user stories, within an agile development environment. Excellent communication skills, written and oral, and ability to engage with and More ❯

of active clients we serve to drive sustainable growth. Your team Your team executes the strategy and development of IG's e-commerce platforms, focusing on optimising the customer journey, increasing conversion rates, and driving revenue growth. Your role in the Team's Success Lead the strategy and development of IG's e-commerce platforms, focusing … on optimising the customer journey, increasing conversion rates, and driving revenue growth. What you'll do Curious about our product and the technology, caring about our clients and their user experience and unafraid of the complexity that comes with regulatory risk. Define and execute the product vision, strategy, and roadmap for IG's e-commerce platforms. … Lead a team of product managers dedicated to e-commerce solutions. Drive innovation in customer acquisition, onboarding, and retention journeys. Optimise conversion rates and revenue streams across digital platforms. Collaborate with marketing, sales, and technology teams to create seamless customer experiences. Analyse customer behavior, market trends, and performance metrics to inform product decisions. Implement More ❯

the creation of experience design strategies and systems Create a range of experience design deliverables, depending on the needs of the project, e.g. task flows, wireframes, competitor benchmarking, customer journey maps etc Identify user needs and motivations, interpret client challenges and define experiences Collaborate with people who have different backgrounds, different ways of thinking, and different … can include: Performing competitor research, expert reviews and audits Evaluating existing sites in terms of their persuasiveness, emotional design, and usability Facilitating interviews and focus groups to determine customer needs Assisting with ideation and concept creation, ensuring creative ideas are grounded in strategy and technology Creating detailed wireframes and prototypes to validate solution where appropriate Leading participatory design More ❯