We’re looking for a Senior Customer Journey Product Manager to play a pivotal role in shaping and delivering outstanding, end-to-end customer experiences. This is a high-impact leadership position at the centre of transformation, where you’ll own and define the journeys that matter most to our customers. You’ll set a clear vision for simple, intuitive and digitally enabled experiences, ensuring journeys are seamless across channels, suppliers and touchpoints. Acting as the senior voice of the customer, you’ll champion low-effort, high-quality interactions and ensure every change delivers measurable value. This role is equally about building capability and leading through influence -establishing standards, aligning stakeholders and embedding a product-led, customer-first mindset across the organisation. Please note: This is a 9-12 month fixed term contract. Key responsibilities Own and define critical customer journeys, including future-state, digital-first designs Lead end-to-end experience design (journeys, channels and communication strategies) Act as the senior CX authority, governing all customer-impacting change Define and track journey performance metrics, identifying friction and driving continuous improvement Manage and prioritise a backlog of journey enhancements, translating CX needs into deliverable outcomes Influence and align senior stakeholders across CX, Operations, Technology and Commercial teams Drive standardisation to reduce complexity and enable scalable delivery Ensure consistency across all suppliers, channels and customer touchpoints What you’ll bring Experience Proven experience owning and optimising customer journeys or products in complex organisations Strong track record delivering cross-functional transformation initiatives Experience in digital transformation and/or operational service environments Ability to simplify complex processes into intuitive, customer-friendly experiences Demonstrated ability to influence senior stakeholders Data-led mindset, with experience using insights to drive prioritisation and performance Knowledge & expertise Deep understanding of customer journey management and service design Knowledge of digital-first and multi-channel engagement models Strong understanding of agile and product-led delivery frameworks Awareness of regulatory/compliance considerations in customer journeys Technical skills Customer journey mapping and service design Translating business needs into user stories and requirements Backlog ownership and value-driven prioritisation Data analysis and performance measurement (e.g. customer effort, satisfaction, conversion) Familiarity with agile tools (e.g. Jira, Scrum, Kanban) Key behaviours Customer-first mindset with a passion for simple, effective experiences Strategic thinker who can balance long-term vision with delivery Strong stakeholder management and influencing skills Collaborative and able to work across diverse teams Proactive problem solver with a solution-led approach Resilient and adaptable in a fast-paced, transforming environment IND789