Digital Customer Journey Senior Manager

Better Placed
£60k - £70k pa + bonus + benefits
27 Jul 2018
24 Aug 2018
KW / 26014
Kate Watson

We are lucky to be partnering with an exciting player in the growing British fintec scene. Established in 2000, the business has gone from strength to strength, now operating some of the most high profile retail branded cards in the UK along with a portfolio of 'own-brand' consumer credit products. Following private equity funding in 2014 its growth accelerated substantially taking them from 50 to 300 employees based in Central London serving nearly 6 million customers.

It is now looking for a Senior Manager, Digital Customer Journey to join them and cover a period of maternity. You will play a key role in owning, simplifying and improving the digital customer journey for all of their customers. You will be the voice and champion of the customer, understand their pain points in relation to their digital journey and define a short and long term vision that shows continuous improvement. You will be required to effectively describe and demonstrate the value of UX for the customer and business as well as making design and research a vital part of the strategy.

The main duties will include:

  • The ownership of the digital customer journey and UX
  • Customer journey mapping covering all touchpoints from acquisition through to opening an account
  • Research of the customers through various methods to get a better understanding of their digital journey
  • Define, develop and own optimisation plans and changes that result in positive results for the customers and the business
  • Define and deliver a sophisticated CRO programme and be responsible for the commercial success of this
  • Work with the Digital Design Team to create wireframes, user journeys and prototypes that translate business objectives and innovation initiatives into user-centric solutions
  • Work closely with the Digital Analytics Team to understand funnel conversion and user behaviour in order to identify optimisation opportunities
  • Understand the complexities of the digital customer journey and ensure the end to end view is always taken into account when making changes and decisions
  • Manage all briefs into the Digital Design Team where business change impacts the customer journey
  • Work closely with product and acquisition channel owners to help create, prioritise and manage conversion rate tests and enhancements
  • Work closely with the Product Owner to ensure that changes to the digital customer journey are correctly implemented and tested
  • Communicate optimisation insights to product and marketing teams and senior stakeholders in a non-technical, visually compelling manner to support and identify the most effective customer experience
  • Ensure compliance with legal, regulatory and operational requirements in all plans and decision making

Experience required:

  • Significant UX experience - 3 years minimum
  • Experience in journey mapping
  • Ability to navigate a variety of UX tools e.g Axure and Invision
  • Proven experience in user testing with knowledge on best tools and processes to use
  • Ability to manage multiple optimisation projects at a time in a fast-paced, results-oriented environment
  • Strong analytical skills in order to make data driven decisions and build out optimisation plans to reflect this
  • Familiar with analytical (GA) and optimisation tools (VWO) that are critical for understanding customer pain points and insights
  • Strong commercial awareness enabling effective planning and decision making
  • Ability to build and maintain effective relationships to a variety of internal and external stakeholders
  • Ability to work collaboratively and influentially with a wide range of stakeholders
  • Being the voice of the customers, understanding their needs to support creating seamless end-to-end customer journeys
  • Familiar with working in an agile environment and with development teams

This is an excellent opportunity for someone with a passion for UX to deliver market leading experiences for customers.

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