Customer Journey Manager

Full time36 hours per week Hybrid workingoffice days subject to business needs, around 2 days per week Raven is here to make a difference, working as a team to build homes and change lives. Were also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future. But its not just what we do, its how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another. Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven. We Put Customers First in everything we do. We will Always Be Curious about how we can do better. We work together to Make It Happen. Want to be part of our community? Were recruiting for a Customer Journey Manager to join our Customer Experience & Engagement team. What youll achieve in the role: Youll use insight, analysis, and root cause investigation to assess and improve key customer journeys and touchpoints. Youll champion a proactive, insight-led approach to continuous improvement and design experiences that reduce customer effort, increase satisfaction, and drive operational efficiency. Key responsibilities include: Analysing customer feedback and insight to identify pain points and improvement opportunities Continuously assess and enhance priority customer journeys Design end-to-end experiences using structured methodologies Build business cases to support decision-making Collaborate with internal teams and external partners to influence experience design Track and evaluate improvements based on agreed success metrics What youll bring to Raven: For this role, we are looking for someone with the following: Experience in Customer Journey Mapping and Service Design Strong analytical and problem-solving skills Project management capability with a focus on measurable outcomes Excellent stakeholder engagement and influencing skills Knowledge of customer experience assessment methodologies Please review the job description and Raven Strengths Matrix for full criteria details. Job Description - Customer Journey Manager Raven Strengths Matrix You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better. DBS clearance will be required for this role. Vacancy Close Date: 31st December 2025 What Raven will offer in return: To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference. Our reward package includes: Competitive salaries with annual pay review Fantastic work/life balance with flexible working and generous leave entitlement Strong focus on learning and development, with opportunities to grow your skills and career Enhanced maternity, paternity, and adoption pay Funded health cash plan Extensive wellbeing support Voucher-based recognition scheme Retail discounts Raven is focused on creating a diverse and inclusive workplace. We encourage applications from all candidates, including minority ethnicities, the LBGTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. We will consider applications for part-time working and job sharing; please include this information in your application.TPBN1_UKTJ