Customer Journey Manager

OverviewCustomer Journey Manager – Join a team where Purpose drives everything we do Ambition fuels our growth Trust builds our foundation and Respect shapes our culture. We are looking for a strategic collaborative leader passionate about improving customer experiences to shape meaningful customer-centric change across our organisation.Contract: FTC 18 months. Open to internal candidates who are currently at Grade 8 only. Working hours: 35 hours per week (full time). Salary: 76875 - 92196 depending on experience. Location: London Docklands. Reporting to: Head of Workstream.This is a great opportunity to learn about the Financial Ombudsman and the work that we do. Join here.By joining our team you will enjoy hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us working at least four days across a fortnight in the office, with extensive opportunities for personal and career development.Join our community to help shape the future of redress and drive enterprise-level change and transformation.Text below provides further context on the role, the organisation, and the wider change programme. About UsWe are modernising the Redress System through our internal Modernising Redress Programme. This initiative will be driven by the outcomes of joint input with the FCA and HM Treasury’s review of the Financial Ombudsman Service. The role sits at the intersection of customer insight, design, and delivery and requires collaboration across departments to align customer journey improvements with organisational strategy. What Youll DoLead and coordinate customer journey improvement initiatives to ensure consistency and alignment across the organisation.Work with the Customer Journey Expert, Journey Owners, and project teams to translate insight, research, and analysis into practical improvements.Oversee all workstream activity to redesign customer initiatives that are customer-centric, efficient, intuitive, and aligned with reform objectives.Ensure proposed solutions balance customer needs with operational, digital, and policy requirements.Develop and maintain a roadmap of journey enhancements, prioritising by customer impact, efficiency, and regulatory requirements.Collaborate with digital, operational, and policy colleagues to ensure improvements are joined up, achievable and deliver measurable benefits.Track and report on journey improvement progress; ensure delivery is monitored, risks are managed, and benefits are realised.Contribute to the development of frameworks, tools and standards for consistent journey management and customer experience standards.Act as a visible advocate for the customer, influencing reform and solution design, delivering improved accessibility, fairness and trust.Model energy, challenge the status quo, bring pragmatism and a bias for action to maintain pace and momentum. What Youll NeedMinimum Criteria: Deep understanding of customer journey principles, service design approaches, and how to use customer insight data and feedback to shape and evaluate improvements.Analytical and evidence-led approach; able to interpret data and translate it into clear actionable insight.Experience of managing or coordinating multiple initiatives within a reform or transformation context; able to plan, prioritise and deliver milestones.Experienced manager who can bring together diverse teams to design and deliver joined-up improvements.Champion for customer-centric reform, empowering others to think from the customer perspective. Additional SkillsStrategic thinker with the ability to connect multiple customer journeys to organisational priorities.Confident in engaging, influencing and building trusted relationships with senior stakeholders and cross-functional teams.Comfortable working with ambiguity and able to identify practical, creative solutions to improve efficiency and customer outcomes. Benefits & CultureWe are a values-led organisation and celebrate diversity. Values: Purpose, Ambition, Respect, Trust. We offer remote, hybrid, or in-office work arrangements. Wellbeing: Health plan, gym memberships, mental health support. Growth: Investment in courses, mentorship, promotions. Culture: Diverse, Inclusive, Collaborative, Fun. 25 days holiday (with option to buy/sell), Generous pension, family-friendly policies, private medical insurance, life assurance, cycle to work, tech schemes, and other voluntary benefits. Gym discounts and an on-site gym in London (24/7). Application ProcessHow to Apply: Apply with your updated CV, highlighting where your experience fits the minimum criteria. Applications need to be submitted by 7 November 2025. Shortlisted candidates will be invited to a first stage (online assessments and/or telephone interview). Formal interviews will be in the week commencing 17 November 2025. This advert may end earlier than the date specified due to high application numbers. A full job profile is available on request for shortlisted candidates. The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all. We welcome applications from underrepresented groups across all communities. Authenticity of applications: We do not use AI tools for screening; we value authentic personal applications. Good luck with your application. Required Experience: Manager Key Skills: Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing Employment Type : Full-TimeExperience : yearsVacancy : 1Monthly Salary Salary : 76875 - 92196 #J-18808-Ljbffr