Customer Journey Manager

What you’ll achieve in the role:

You’ll use insight, analysis, and root cause investigation to assess and improve key customer journeys and touchpoints. You’ll champion a proactive, insight-led approach to continuous improvement and design experiences that reduce customer effort, increase satisfaction, and drive operational efficiency.

Key responsibilities include:

• Analysing customer feedback and insight to identify pain points and improvement opportunities
• Continuously assess and enhance priority customer journeys
• Design end-to-end experiences using structured methodologies
• Build business cases to support decision-making
• Collaborate with internal teams and external partners to influence experience design
• Track and evaluate improvements based on agreed success metrics

What you’ll bring to Raven:

For this role, we are looking for someone with the following:

• Experience in Customer Journey Mapping and Service Design
• Strong analytical and problem-solving skills
• Project management capability with a focus on measurable outcomes
• Excellent stakeholder engagement and influencing skills
• Knowledge of customer experience assessment methodologies