Customer Journey Manager

TL;DR

Customer Journey Manager (Product Management): Designing and optimizing end-to-end digital customer journeys for workplace pension products with an accent on customer-centricity, regulatory compliance, and operational efficiency. Focus on mapping journeys, driving continuous improvement, and collaborating with cross-functional teams and third parties to enhance customer experience.

Location: Hybrid in Edinburgh, UK (40% onsite)

Salary: £59,850 - £66,500

Company

hirify.global is a leading UK financial services corporation focused on workplace pensions and digital innovation.

What you will do

• Design, map, and optimize seamless digital customer journeys independently and collaboratively.
• Use data and system insights to inform journey design and keep customer needs central.
• Continuously assess and improve customer journeys from business and customer perspectives.
• Coordinate cross-functional teams and third parties to deliver connected customer experiences.
• Build and maintain strong relationships to manage priorities and resolve conflicts.
• Partner with product owners and feature teams to shape and deliver roadmap priorities.

Requirements

• Location: Must be able to work hybrid with 40% presence in Edinburgh office
• Experience in customer journey mapping and process improvements, preferably in digital or financial services.
• Ability to translate data into actionable insights and champion customer needs.
• Strong problem-solving skills and ability to work independently and in teams.
• Passion for customer-centric solutions and agile working.
• Bonus: experience in pensions, digital products, or emerging technologies.

Culture & Benefits

• Inclusive and diverse work environment with disability confidence.
• Generous pension contributions up to 15% and annual bonus.
• Share schemes including free shares.
• Flexible benefits tailored to lifestyle and 30 days holiday plus bank holidays.
• Wellbeing initiatives and generous parental leave policies.