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, customerjourney 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 ❯
Bristol, Gloucestershire, United Kingdom Hybrid / WFH Options
Deloitte LLP
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, customerjourney 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 ❯
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 customerjourneymapping 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 ❯
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 customerjourney 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 ❯
Warwick, Warwickshire, West Midlands, United Kingdom
Baxi Heating UK Limited
for evolution? Come and join us! About the Role As a Digital Channel Manager, you will be responsible for managing, improving, and delivering digital projects that enhance our customer experience. You will support the development and optimisation of digital tools, web applications, and online platforms, ensuring they align with customer needs and business objectives. This role … digital tools and web applications, ensuring timely and cost-effective delivery. Work closely with stakeholders to scope project requirements, prepare business cases, and ensure all initiatives align with customer insights and business value. Identify, prioritise, and document enhancements to digital platforms, maintaining a structured backlog in line with the digital roadmap. Develop and monitor detailed project plans, ensuring … of our websites and other digital channels, ensuring they are user-friendly, engaging, and optimised for conversions. Work closely with the marketing team to align messaging, goals, and customer journeys across digital platforms. Collaborate with developers and designers to implement website enhancements and new features. Ensure digital platforms adhere to SEO best practices and accessibility standards. Monitor, analyse 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 ❯
CB2 1BY, Cambridge, Cambridgeshire, United Kingdom Hybrid / WFH Options
i-Jobs
Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week Pay Rate: £ 20.98 per hour Job Ref: (phone number removed) Responsibilities Analyze business models, structures, processes, and customer journeys to enhance service delivery and efficiency. Advise on and facilitate the redesign of structures and processes to modernize business practices, enhance digital capabilities, and foster continuous improvement. Identify … need analyses to identify process inefficiencies and underperforming technologies. Implement continuous improvement frameworks to drive sustainable change. Plan, lead, and deliver multiple concurrent business process re-engineering and customerjourneymapping projects. Analyze quantitative and qualitative data from multiple sources to generate actionable insights. Conduct follow-up observations and interviews to ensure comprehensive understanding of business … processes and structures. Ensure a consistent approach to business analysis across all Council processes and structures. Recommend solutions and customer-focused outcomes during redesign phases. Model, test, and challenge business elements to understand potential changes and interactions. Support end-user testing and acceptance to ensure redesigned processes and technology are fit for purpose. Redesign and optimize high-impact 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 customerjourneymapping 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 customerjourneymapping 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, journeymapping, 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 ❯
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 customerjourneymapping · 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 customerjourneymapping · 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 customerjourneymapping · 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 ❯
North West London, London, United Kingdom Hybrid / WFH Options
Saga Group Limited
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 customerjourney 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, customerjourneymapping, 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 ❯
City of London, London, United Kingdom Hybrid / WFH Options
Bodhi
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 … 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 … Uncompromising on quality and value Flexible, creative, and solution-focused Respectful and professional in every interaction Honest, accountable, and collaborative The Role We’re looking for an experienced Customer Experience Strategy Consultant to help shape and grow our customer experience (CX) offering. Reporting to the Director of Customer Experience, you’ll lead engagements that More ❯
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 … 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 … Uncompromising on quality and value Flexible, creative, and solution-focused Respectful and professional in every interaction Honest, accountable, and collaborative The Role We’re looking for an experienced Customer Experience Strategy Consultant to help shape and grow our customer experience (CX) offering. Reporting to the Director of Customer Experience, you’ll lead engagements that More ❯
LOCATION: UK, Reading (2 days per week) THE ROLE: As a Customer Success Manager (CSM) in a fast-growing SaaS scale-up, you will play a pivotal role in shaping the post-sales customer journey. You'll own strategic accounts, ensure long-term satisfaction, drive adoption and expansion, and reduce churn. With the agility of a … the ambition of a maturing enterprise, we're looking for a proactive, data-driven professional who can thrive in a dynamic environment while influencing the future of our Customer Success motion. Long-term satisfaction of our customers is your success! TASKS AND RESPONSIBILITIES Customer Onboarding & Activation Drive smooth and timely onboarding experiences, ensuring new customers are … set up for success within the first 30-60 days. Customer Engagement & Product Adoption Monitor product usage and implement engagement strategies to increase adoption of core and advanced features. Educate customers on product capabilities and best practices aligned with their goals. Relationship Management & Advocacy Build strategic partnerships with customer stakeholders (especially mid-market to enterprise) to More ❯
eliminate manual workarounds and offline templates, fostering greater consistency, adoption, and ease of use across global teams Gather insights directly from users, senior leaders, and technical staff through journey maps, pain point analysis, and service blueprints Redesign workflows to reduce audit cycle times, boost team productivity, and free up resources for risk-focused activities. Identify key data requirements … system architectures Develop and prioritise tested recommendations with clear metrics to measure their impact on efficiency, adoption, data quality, and user satisfaction Requirements Proven experience in service design, customerjourneymapping, or UX strategy within a complex enterprise environment Ability to simplify and improve complex workflows, ideally within financial services or regulated industries Strong stakeholder engagement More ❯
eliminate manual workarounds and offline templates, fostering greater consistency, adoption, and ease of use across global teams Gather insights directly from users, senior leaders, and technical staff through journey maps, pain point analysis, and service blueprints Redesign workflows to reduce audit cycle times, boost team productivity, and free up resources for risk-focused activities. Identify key data requirements … system architectures Develop and prioritise tested recommendations with clear metrics to measure their impact on efficiency, adoption, data quality, and user satisfaction Requirements Proven experience in service design, customerjourneymapping, or UX strategy within a complex enterprise environment Ability to simplify and improve complex workflows, ideally within financial services or regulated industries Strong stakeholder engagement More ❯
eliminate manual workarounds and offline templates, fostering greater consistency, adoption, and ease of use across global teams Gather insights directly from users, senior leaders, and technical staff through journey maps, pain point analysis, and service blueprints Redesign workflows to reduce audit cycle times, boost team productivity, and free up resources for risk-focused activities. Identify key data requirements … system architectures Develop and prioritise tested recommendations with clear metrics to measure their impact on efficiency, adoption, data quality, and user satisfaction Requirements Proven experience in service design, customerjourneymapping, or UX strategy within a complex enterprise environment Ability to simplify and improve complex workflows, ideally within financial services or regulated industries Strong stakeholder engagement More ❯
includes 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 … based ecommerce platforms, digital merchandising tools, and best practices in content creation. What you'll get up to Direct the content production plan, ensuring cohesive delivery across the customer's digital experience. Maintain online content using proprietary and external SaaS tools like Catalyst, Shogun, BigCommerce, and Klevu. Work with Strategy & Planning Manager, Product Owners, Engagement Managers, and Merchandising … ensuring readiness for key periods like Easter, Summer, and Christmas. Create offer scopes and editorial content briefs to support trading and SEO efforts. Lead digital experience projects, including customerjourneymapping and integrating social media to drive sales. Use data insights to identify UX improvements, enhancing conversion and shopping experiences. Contribute to the delivery of innovative More ❯
and emerging search channels. This role will own the planning, execution, optimization, and reporting of all search marketing efforts - with the goal of driving high-intent traffic, scalable customer acquisition, and profitable growth. This position requires hands-on global campaign management, cross-functional collaboration, and a strategic mindset aligned with broader marketing and business goals. Location : Soho, London … and investment. · Build and maintain search campaigns from scratch — from ad copy and extensions to bidding strategy and negative keyword management. · Continuously optimize campaigns for ROAS, CPA, and customer lifetime value by adjusting bids, creative, and targeting based on performance data. · Oversee the development of YouTube video ad assets, working with creative teams or agencies to produce compelling … clicks, conversions, ROAS, and organic visibility. · Run conversion funnel analyses to identify where customers drop off and opportunities to improve landing pages or messaging. · Use attribution modeling and customerjourneymapping to assess search’s role in multi-touch campaigns. Experimentation & Innovation · Launch structured A/B and multivariate tests on ad copy, landing page design More ❯
and emerging search channels. This role will own the planning, execution, optimization, and reporting of all search marketing efforts - with the goal of driving high-intent traffic, scalable customer acquisition, and profitable growth. This position requires hands-on global campaign management, cross-functional collaboration, and a strategic mindset aligned with broader marketing and business goals. Location : Soho, London … and investment. · Build and maintain search campaigns from scratch — from ad copy and extensions to bidding strategy and negative keyword management. · Continuously optimize campaigns for ROAS, CPA, and customer lifetime value by adjusting bids, creative, and targeting based on performance data. · Oversee the development of YouTube video ad assets, working with creative teams or agencies to produce compelling … clicks, conversions, ROAS, and organic visibility. · Run conversion funnel analyses to identify where customers drop off and opportunities to improve landing pages or messaging. · Use attribution modeling and customerjourneymapping to assess search’s role in multi-touch campaigns. Experimentation & Innovation · Launch structured A/B and multivariate tests on ad copy, landing page design More ❯
and emerging search channels. This role will own the planning, execution, optimization, and reporting of all search marketing efforts - with the goal of driving high-intent traffic, scalable customer acquisition, and profitable growth. This position requires hands-on global campaign management, cross-functional collaboration, and a strategic mindset aligned with broader marketing and business goals. Location : Soho, London … and investment. · Build and maintain search campaigns from scratch — from ad copy and extensions to bidding strategy and negative keyword management. · Continuously optimize campaigns for ROAS, CPA, and customer lifetime value by adjusting bids, creative, and targeting based on performance data. · Oversee the development of YouTube video ad assets, working with creative teams or agencies to produce compelling … clicks, conversions, ROAS, and organic visibility. · Run conversion funnel analyses to identify where customers drop off and opportunities to improve landing pages or messaging. · Use attribution modeling and customerjourneymapping to assess search’s role in multi-touch campaigns. Experimentation & Innovation · Launch structured A/B and multivariate tests on ad copy, landing page design More ❯
help shape the future of account to account payments! We're seeking a seasoned Product Manager to help drive our payment proposition for ecommerce, with a focus on customer-centric solutions. As Product Manager, you will launch products that enable seamless, secure and efficient payments to merchants and partners. You will leverage your knowledge of ecommerce payments to … expansive role with challenge, flexibility and opportunity to learn, apply now! Role: • Supporting our ecommerce payment proposition, delivering value to distributors, gateways and merchants • An integrated view of customer needs, market trends and competitive position • Support the development and execution of the product roadmap for ecommerce payments • Work together with the team in establishing and articulating a clear … and development process to collaborate effectively with engineering teams • Action oriented and hands-on; owns outcomes and deliverables, with independence and autonomy • Experience in design thinking, persona development, customerjourneymapping etc. is a plus Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization More ❯
Poole, Dorset, South West, United Kingdom Hybrid / WFH Options
RNLI
research, participatory design, co-creation, field testing etc.) - Experience creating prototypes using tools such as Figma, Axure etc. - Experience with a variety of design tools such as personas, customerjourney maps, user flows, wireframes, prototypes - Experience in service design methodologies would be desirable - Experience in delivery of an ERP or a commercial off the shelf system More ❯
