London based, Hybrid Contract- 12 months Rate- £400 a day umbrella Key Responsibilities: Customer Journey Ownership • Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support). • Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs. • Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints. Digital Strategy & Execution • Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams. • Drive personalisation and segmentation strategies to create differentiated experiences for different customer types. • Ensure all digital journeys are compliant, accessible, and aligned with the brands promise. Performance & Optimisation • Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities. • Lead test-and-learn experiments (A/B, multivariate testing) to optimise customer experiences. • Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement. Collaboration & Leadership • Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels. • Influence stakeholders and align priorities across multiple business units. • Foster a culture of customer-centricity, innovation, and continuous improvement. Required Qualifications • Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience). • Proven track record in digital product, journey, or experience management. • Strong knowledge of digital analytics, customer research, and CX methodologies. • Experience with journey mapping tools, A/B testing platforms, and personalisation technologies. • Ability to manage multiple projects with cross-functional teams in an Agile environment. • Excellent communication, stakeholder management, and influencing skills. Preferred Qualifications • Experience in financial services, SaaS, or e-commerce customer journeys. • Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo). • Deep understanding of SMB customers and their digital needs • Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.