What you’ll be doing
as the Billing Journey Manager
You will work cross-functionally with product, income, communications, service design, and customer service teams to map the entire billing journey, identify customer pain points, and develop a strategic roadmap of improvements to enhance customer satisfaction.
Key Responsibilities:
1. Lead cross-functional collaboration to align the billing experience across teams and systems.
2. Map and improve billing journeys, identifying pain points and recommending enhancements.
3. Monitor performance through dashboards and KPIs to track billing satisfaction and behaviour.
4. Analyse complaints and failures to identify root causes and drive resolution.
5. Ensure compliance and risk mitigation by aligning the roadmap with KTLO and regulatory needs.
6. Develop and deliver clear, consistent billing communications that reflect our brand.
7. Use data and insights to shape a customer-focused billing roadmap.
8. Support testing and delivery, ensuring changes are implemented effectively and on time.
9. Coordinate delivery planning and ensure business readiness through training and communication.
Base Location: Hybrid - Clearwater Court - RG1 8DB
Hours: 36 hours per week
What you should bring to the role:
To thrive in this role, here’s what you will need:
10. Collaboration & Communication – Confidently lead cross-functional teams and influence stakeholders at all levels.
11. Customer Journey Expertise – Skilled in mapping and improving end-to-end customer experiences.
12. Strategic Thinking – Proven ability to create actionable roadmaps aligned with business goals.
13. Analytical & Problem-Solving Skills – Use data to identify issues, prioritise improvements, and drive change.
14. Agile & Adaptable – Comfortable managing multiple workstreams in fast-paced, dynamic environments.
15. Customer-Centric Mindset – Passionate about enhancing the customer experience at every touchpoint.
16. Resilience & Precision – Calm under pressure, with strong attention to detail and organisational skills.
17. Innovative Thinking – Continuously seeking creative, tech-enabled ways to improve processes.
What’s in it for you?
18. Competitive salary of up to £55,000 per annum, dependent on experience.
19. 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
20. Performance-related pay plan directly linked to company performance measures and targets.
21. Generous Pension Scheme through AON.
22. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.