Customer Journey Manager

Customer Journey Manager

£61,000 per annum

Bedford

Permanent

Hybrid Working

We’re looking for a sharp, forward‑thinking professional who knows how to turn customer insights into meaningful action. If you can design and deliver top‑tier CX insight initiatives, dive into customer feedback and use insights to influence drive real change — we want to hear from you.

You’ll bring confident stakeholder management, the ability to influence at every level and hands‑on experience managing tools and systems that capture real‑time evaluation of customer journeys. Understanding of the drivers of CX along with a solid grasp of complex delivery models will help you hit the ground running.

If you’re someone who champions the voice of customers with calm efficiency, communicates with clarity and can use data to bring customer experiences to life — this role is built for you.

The Customer Journey Manager will report directly to Senior Customer Experience Manager.

In this role, you will be responsible for:

• Designing, testing and implementing customer journey and experience methodologies to monitor and improve customer experience.
• Lead the collection and analysis of customer feedback and CX insights, such as CSAT, CES, ensuring insights are able to drive actionable improvements.
• Use customer journey mapping and CX insights to showcase how customers flow through services and surface customer barriers and pain-points.
• Provide regular insight to delivery partners and service owners on holistic CX performance.
• Lead root cause analysis and systemic issue identification and evidencing, to support resolutions to enhance overall service quality.
• Provide insight and recommendations to help guide prioritisation and decision‑making for key stakeholders.
• Collaborate with internal and external stakeholders to embed a customer‑centric culture and support CX initiatives.
• Support the design and implementation of new or evolving services, ensuring customer experience considerations are integrated.
• Manage the day‑to‑day application of CX tools and systems, including the management of commercial agreements with providers.

• Proven experience in designing and implementing customer experience and quality monitoring tools and systems.
• Strong analytical skills with experience in working with diverse data sources and translating them into engaging storytelling and insights that can inform decision‑making and improvements.
• Excellent stakeholder management skills, capable of influencing and engaging at all levels.
• Knowledge of contract or grant management, service design and procurement.
• Effective communication and presentation skills with a keen attention to detail.
• Experience of gathering and using insights in complex delivery landscapes.
• Understanding of complaints handling and reporting as a mechanism for gaining insight for improvement.
• Proficiency in MS Office applications and CX tools, such as CX management platforms.

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we…