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CX Designer
Job Posted: 3 days ago
Salary: £ 80,000 - 80,000 / Annum
Job Type: Contract
Location: London
Expire in: 25 days
Job Description
Our global award-winning client is looking for a Digital Journey Manager to take ownership of key customer journeys across their products. This role blends strategy, customer insights, and digital execution to transform customers’ experience, from first engagement to long-term advocacy.
This is a 12-month contract with hybrid working (3 days in the office)
Responsibilities
* Lead the design, delivery, and continuous optimization 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.
* Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
* Drive personalization and segmentation strategies to create differentiated experiences for different customer types.
* Ensure all digital journeys are compliant, accessible, and aligned with the brand promise.
* Lead test-and-learn experiments (A/B, multivariate testing) to optimize customer experiences.
* Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.
* Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
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 personalization technologies.
* Experience in financial services, SaaS, or e-commerce customer journeys.
* Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo)Before You Apply
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