Senior Customer Journeys Manager

• Summary*
• In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.
  * We’re looking for a Senior Customer Journeys Manager to join the Customer Journeys team.

This is a strategic and high-impact role where you’ll lead the design and continuous improvement of personalised customer journeys across the full lifecycle—from onboarding to retention.

• What it's like to work here*

We play a crucial role in inspiring millions of people who share our founding belief that nature, beauty and history are for everyone, forever.

We use our knowledge and expertise to create a shared understanding of our customers, guiding the organisation to deliver personalised experiences that are relevant and meaningful to people’s lives.

We're continuously learning about our audiences, testing and optimising in order to meet their evolving needs and expectations.

Your contractual location will be our head office in Swindon and there’ll be an expectation for you to attend the office.

However, there is flexibility on where you’re based at other times.

You’ll be required to work at a National Trust location for 40-60% of your working week.

This will be discussed in more detail at interview.

• What you'll be doing*

As a senior leader in the Customer Journeys team, you’ll be responsible for steering and planning the optimisation of customer journeys using insight, data and journey maps.

You’ll lead a team of specialists focused on lifecycle management, personalisation, testing, optimisation and product management.

You’ll collaborate with Marketing, Membership & Supporter Products, Supporter Services, Fundraising and Visitor Experience to create a roadmap that aligns teams and enables a joined-up customer experience.

You’ll champion customer journey design across the organisation, identifying pain points and opportunities to improve satisfaction, loyalty and advocacy.

With a test-and-learn mindset, you’ll guide your team in designing and conducting A / B and multivariate tests to optimise key journey touchpoints.

You’ll use data and insight to drive innovative, personalised and automated experiences that place our audiences first.

• Who we're looking for*
• Applications from redeployees are assessed against the minimum criteria for the role.

In your application, please provide details of how you meet the minimum criteria below : *

• Expert knowledge and understanding of Customer Journey Design in principle andinpractice.
• Strong knowledge of how customer data and insight can drive customer engagement and lifetime value.
• Expert knowledge of audience segmentation and personalisation
• Significant experience working cross-functionally with marketing, digital, product and CRM teams
• Stakeholder engagement andworkshopfacilitation skills

Additional criteria for all other applicants : *

• Excellent analytical skills with the ability to visualise complex journeysensuring clarity and impact for stakeholders
• Proven ability to collaborate across functions, influencing and aligning stakeholders to achieve agreedgoals and KPIs
• The package*

The National Trust has the motto ‘For everyone, for ever’ at its heart.

We’re working hard to create an inclusive culture, where everyone feels they belong.

It’s important that our people reflect and represent the diversity of the communities and audiences we serve.

We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

Substantial pension scheme of up to 10% basic salary

Free entry to National Trust places for you, a guest and your children (under 18)

Season ticket loan

EV car lease scheme

Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts

Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

to find out moreabout the benefits we offer to support you.