JOB TITLE: Customer Journey Manager (12 month secondment)
SALARY: £61,344 - £68,160
LOCATION: Edinburgh
HOURS: Full-time, 35 hours per week
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
What you’ll be doing
If you’re looking for a role where you can genuinely shape how our longstanding customers experience our service, this could be the perfect opportunity for you.
You’ll join the Data Management team within the IP&I Colleague and Customer Service Platform. As our Customer Journey Manager (on a 12month secondment), you’ll dive into how our colleagues and customers interact across every step of the journey, making sure their needs stay front and centre. You’ll get under the skin of how things work today, spot where we can do better, and help us create smoother, simpler experiences that make a real difference.
As a Customer Journey Manager, you’ll work closely with teams across the business to understand friction points, use data to guide decisions, and bring fresh thinking to how we improve. You’ll take onboard feedback, turn insights into action, refine our journey maps, and make sure we’re continually evolving. You’ll champion the customer at every stage, using clear communication and strong collaboration to influence and inspire others. And along the way, you’ll be part of a supportive team where development, learning, and shared problem‑solving are all part of the culture.
Why join us?
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
What we’re looking for
We’re looking for someone who brings around 5 years’ experience shaping customer outcomes, improving journeys and influencing change across teams. You’ll naturally put customer needs at the centre of your decisions, use insight to guide improvements, and work confidently across teams to deliver meaningful change. You’ll be comfortable solving complex problems from start to finish, building strong relationships, influencing decisions and aligning colleagues behind shared goals. You’ll also bring a positive, encouraging approach that helps create the right culture across the team.
Key skills and experience:
Strong customer‑centric mindset, using insight and feedback to improve outcomes.
Proven ability to solve complex problems and turn ideas into real improvements.
Confident stakeholder management, navigating priorities and influencing decisions.
Experience engaging and shaping requirements with partners to drive customer‑focused change.
A positive influencer who models great behaviours and encourages collaboration.
And any experience of these would be great
Experience in insurance services would be helpful, as would familiarity with journey‑mapping or service‑design tools. Being comfortable using data or insight to support recommendations, and having some exposure to continuous improvement or operational change, would also give you a great head start.
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
This is a place for you
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.
We also offer a wide-ranging benefits package, which includes:
A generous pension contribution of up to 15%
An annual performance-related bonus
Benefits you can adapt to your lifestyle, such as discounted shopping
30 days’ holiday, with bank holidays on top
A range of wellbeing initiatives and generous parental leave policies
Ready to do the best work of your career? Apply today.
