End Date
Tuesday 29 September 2026
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Versatile Working Options
Hybrid Working
Job Description Summary
The CJM plays a crucial role in product development; working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key supporting role in making sense of this insight and factoring it into prioritisation approaches and design choices.
The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for supporting the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
This will be achieved through collaborating with colleagues in Product,
Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.
Role responsibilities:
Understand:
• Understands end to end journey with support
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with supervision and lead on Customer Journey and process maps (e.g Visio)
Optimise:
• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
• Often displays a continuous improvement mindset to their journey
Orchestration:
• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
Job Description
Uses the knowledge management system to access required information for specific purposes.
Works independently to collate and analyse data using pre-determined tools, methods and formats.
Identifies shortcomi