Customer Journey Manager

Customer Journey Design Manager
While our preference is for candidates to be based in our Reading or London offices, we’re flexible and happy to consider other UK office locations.
Company Description
My client is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, they specialize in empowering businesses with the best solutions from the world's leading providers.
They're specialists in:
Microsoft Modern Work
Cybersecurity
Contact Centre Technology
Mobile Solutions
Communications & Connectivity
With nearly 15,000 customers, they're just scratching the surface of their potential. Many of their clients currently benefit from one or two of their technologies, presenting an incredible opportunity to introduce them to their full suite of market-leading solutions.
Job Description
Are you passionate about IT & telecoms? Do you thrive in a fast-paced, innovative environment?
My client is on a mission to to be their customer’s most trusted advisor for cloud-based technologies. They’re looking for passionate and talented individuals to join the dynamic team.
What will you be doing?
You’ll be responsible for designing, documenting, mapping, and delivering seamless, customer-led experiences across the full lifecycle — from discovery and onboarding, through usage and support, to renewal and retention. Working collaboratively with cross-functional teams, you’ll use data, insight, and design thinking to identify opportunities, shape solutions, and implement improvements that enhance customer satisfaction and operational efficiency.
You’ll contribute to journey mapping, service design activities, and help embed a culture of continuous improvement across the organisation. This includes supporting the creation of service design packs, standard operating procedures, and operational processes that align with business and customer needs. A strong understanding of journey mapping principles and tools will help ensure the experiences you help shape are intuitive, user-friendly, and accessible
Accountabilities and Deliverables:

• Contribute to customer journey initiatives across key lifecycle stages (e.g. discover, buy, join, manage, support, renew).
  
• Research and map current and future state journeys, identifying pain points and opportunities for improvement.
  
• Use customer insight, Ml and data analysis to inform design decisions and support prioritisation.
  
• Use quantitative and qualitative insight (including methodologies such as Voice of the Customer (VOC), Voice of the Employee (VOE), to conduct research, root cause analysis, and define improvements across customer journeys, policies, processes, and systems.
  
• Facilitate workshops and discussions with stakeholders to ensure business context, needs, and risks are understood.
  
• Produce and present clear, engaging updates to all levels of stakeholders, sharing customer insights, risks, opportunities, and progress in a meaningful way.
  
• Incorporate multiple perspectives when defining solutions and service experience to ensure relevance and feasibility.
  
• Manage the governance and continuous improvement of the Customer Experience Journey Blueprint and principles, educating the wider business and facilitating adoption of customer-centric ways of working.
  
• Collaborate with product owners, engineers, marketers, operational teams and third-party providers to support customer-led solutions - Making sound design decisions, bringing the customer and user perspective to the forefront, and challenging constraints where needed
  
• Support the development of journey design documentation, including journey maps, delivery plans, operational processes, and SOPs.
  
• Use consistent mapping methodologies to define the key moments of truth for customers and identifying opportunities to remove pain and add brand moments at key interactions and touchpoints
  
• Stay informed on competitor activity and market trends to help shape future customer experiences and strategic direction.
  Core Competencies:
  
• Customer Journey Expertise – Proven experience designing and improving customer journeys with a strong focus on customer outcomes.
  
• Analytical Thinking – Ability to translate data and insight into actionable improvements and decisions.
  
• Stakeholder Engagement – Strong communication skills with experience engaging customers, technical teams, third parties and senior leadership - – Effective in communicating ideas, issues, and implications to technical and non-technical audiences.
  
• Cross-Functional Collaboration – Comfortable working across teams and removing barriers in a collaborative way.
  
• Continuous Improvement – Experience capturing, documenting, and driving ownership of improvement initiatives.
  
• Service Design & UX Passion – Enthusiastic about service design, customer experience, continuous improvement, and UX.
  
• Design Community Contribution – Actively shares knowledge and embeds design principles across product, service, and customer journeys.
  
• Supplier Management – Confident in managing supplier relationships and driving performance against SLAs, KPIs, and OKRs.
  
• Tool Proficiency – Familiarity with UX and CX design tools and methodologies (e.g.Mural, Miro, UXPressia, Qualtrics).
  
• Research & Design Thinking – Skilled in qualitative research, insight gathering, and applying design thinking methods.
  What else looks good for this role:
  
• Understanding of CX metrics (e.g. CSAT, NPS) and how to apply them
  
• Passionate about Customer Experience, Managed Services, and has strong technical, commercial and market knowledge
  
• Experience in Managed Service Provider or IT and Telecoms environment desirable but not essential
  
• Exposure to ITIL, Lean Six Sigma, or service management principles.
  
• Experience working in agile environments and applying design thinking methods.
  Qualifications
  3+ years of experience in customer journey design, product owner, service design, or customer experience roles.
  Proven ability to support customer-led improvements in cross-functional environments.
  Understanding of the difference between customer experience design and process design — and ability to contribute to both.
  Exposure to UX design principles and tools.
  ITIL Foundation and Lean Six Sigma Green Belt preferred.
  Experience in supplier management and performance tracking (SLAs, KPIs, OKRs)
  Additional Information
  Why my client?
  Competitive Salary
  Company Pension
  22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
  They work a 9-day fortnight – every other Friday off
  Life Assurance – 4x Annual Salary
  Optional Health Insurance – Bupa
  Optional Health Cash Plan – Health Shield
  Bike to Work Scheme
  Season Ticket Commuter Loan
  Annual Company Celebrations
  Hybrid-Working Policy
  You will be contracted to work from the office however, my client operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office 3 days a week minimum with 2 days from home. You will also be required to travel to the various company offices with occasional overnight stay needed.
  The recruitment journey
  We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements