We’re looking for a bold, customer‑obsessed journey designer who’s ready to bring data, creativity, and collaboration together to transform how our audiences experience our brand. Working hand‑in‑hand with the Customer Journey Manager, you’ll design and orchestrate seamless, personalised end‑to‑end journeys that inspire loyalty, boost engagement, and drive commercial impact. You’ll dive deep into customer behaviours and demographics, turning insights into purposeful journeys tailored to real audience needs. Partnering closely with our audience, insight, and EA teams, you’ll use data as your compass—shaping journeys that are smart, targeted, and constantly evolving. This is a highly cross‑functional role, working with teams across the business to ensure every journey is activated brilliantly and delivers a standout customer experience at every touchpoint. Champion a consistent, high‑quality customer experience across all channel touchpoints — including online, in‑store, mobile, and email — throughout the end‑to‑end journey. Design customer journeys that reflect the unique needs of each segment and align with broader customer and business objectives. Partner with channel and functional specialists to bring journeys to life with excellence and impact. Use customer insights and performance data to refine and optimise segment‑specific journeys and propositions, driving commercial results. Work closely with the Insight team to ensure every journey is rooted in robust data and continuously improved. Support the creation and execution of Test & Learn plans to optimise the full customer journey. Apply tailored segment strategies to identify enhancements to existing propositions or define new ones that meet audience needs and strategic goals. Identify capability gaps and feed them into the Personalisation roadmap to support future growth and innovation. Strong background in CRM and Customer Lifetime Value (CLTV) management (preferred). Solid commercial acumen and understanding of how customer strategy drives business performance. Proven ability to make data‑driven decisions and translate insights into meaningful actions. Strong understanding of business priorities and the ability to align customer journeys with segment‑level goals. Confident collaborator who thrives in cross‑functional environments. Excellent storytelling and communication skills, able to articulate ideas clearly and persuasively. Highly effective at prioritising work to balance customer needs, business objectives, and delivery constraints.