Senior Customer Journey Manager (AI)

TL;DR

Senior Customer Journey Manager (AI): Defining blueprints for next-generation operations and enhancing customer journeys by leveraging cutting-edge Agentic AI solutions. Focus on product development, understanding, measuring, and orchestrating customer journeys, and integrating across functions.

Location: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our office site in Manchester, United Kingdom.

Salary: £76,194 - £89,640

Company

hirify.global is rebooting an icon and building the future of finance, with an integral focus on innovation and leveraging AI solutions within its newly formed Hive Lab.

What you will do

• Independently understand end-to-end customer journeys across multiple areas within Consumer Relationships.
• Integrate insights and knowledge from disparate data, processes, and systems relevant to customer journeys.
• Define high-level requirements and support incubation of new solutions to address customer problems.
• Oversee the delivery of quality Customer Journey and process maps.
• Lead and coach a team of Customer Journey Managers, acting as the CJM Practice Lead for the Lab.
• Collaborate with Engineering teams to determine the best solutions for customer needs.

Requirements

• Customer Journey Management: Experience in end-to-end design and optimisation of customer and colleague journeys.
• Data & Insight: Strong analytical skills with the ability to interpret data and drive evidence-based decisions.
• Agile Delivery: Experience working in Agile environments, including backlog shaping and iterative delivery.
• Technical Awareness: High-level understanding of payments architecture and integrations.
• Regulatory Knowledge: Familiarity with Payments and KYC compliance requirements.
• Leadership: Proven ability to lead, coach, and develop teams while driving change in complex environments.

Culture & Benefits

• Committed to diversity, equity, and inclusion, offering reasonable workplace adjustments including flexibility in office attendance, location, and working patterns.
• Generous pension contribution of up to 15%.
• Annual performance-related bonus and share schemes.
• 30 days’ holiday, plus bank holidays.
• A range of wellbeing initiatives and generous parental leave policies.
• Disability Confident Leader, guaranteeing interviews for eligible applicants with disabilities.