Customer Journey Manager

JOB TITLE : Customer Journey Manager, General Insurance Platform  
SALARY: £59,850 - £66,500 

LOCATION: Leeds  

HOURS: Full-time, 35 hours per week 

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our offices in Leeds. 
 
 
About this opportunity  

Do you have a passion for developing fantastic Customer Journeys and continuously improving how customers experience our products? This is your chance to bring your expertise to the role of Customer Journey Manager and help deliver great products and journeys for our customers. The role sits within the Customer Product Lab, which forms part of the wider Insurance, Pension and Investment business. As the Group continues to Grow, Focus and Change, the General Insurance business plays a key role in achieving our objectives. 

We’re looking for someone who is highly customer focused, has strong analytical skills, and is motivated by continuous improvement. You’ll work closely with our Digital Sales and Claims Feature Teams to deliver outstanding customer journeys. It’s a really exciting time to join General Insurance as we grow and increase our market share, with many new products, partnerships and journeys on the horizon. 

 
What you’ll be doing:  

In this position, you’ll partner with our Feature Teams and Experience Design teams to gain insight into our full customer journeys. You will evaluate their efficiency and decide, prioritise, and carry out changes that measurably improve outcomes. You’ll be part of an encouraging group of Customer Journey Managers within General Insurance and across the wider IP&I business—sharing protocols, aligning standards, and cooperating to foster continuous, customer-centred progress swiftly. 
 
Responsibilities include: 

• Build seamless digital journeys — independently and collaboratively compose, map, and optimise end to end customer journeys so every touchpoint delivers a smooth, engaging digital experience. 

• Turn insights into action — use data, processes, and system insights to inform journey development, always keeping the customer at the heart of what you do. 

• Champion continuous improvement — regularly assess journeys from customer and business perspectives, finding opportunities to improve and innovate at every step. 

• Connect teams for impact — bring together cross functional teams and specialisms, building consensus and ensuring everyone is aligned to deliver a truly connected experience. 

• Build positive relationships — develop and nurture collaborator relationships, manage competing priorities, and facilitate resolution of differing viewpoints to keep delivery moving. 

• Drive the Lab roadmap — collaborate with the Product Owner and Feature Teams to build priorities and deliver features that measurably improve customer experience and outcomes. 
   

WHAT YOU’LL NEED 

• Experience understanding and detailing end-to-end processes and journeys, with the ability to spot what’s working and what needs to improve. 

• Strong analytical skills, with confidence interpreting complex data and turning it into clear, meaningful insights that support decision making. 

• A continuous improvement outlook, with hands-on experience finding opportunities and delivering improvements across journeys or processes. 

• Great problem-solving ability paired with strong relationship building skills, enabling you to work effectively with colleagues across teams. 

• Strong communication skills, including the ability to clearly and confidently summarize complex information for senior audiences. 

And any of this would be a real bonus: 

• Experience working on Digital and/or Claims products or journeys. 

• Experience crafting new customer journeys from the ground up. 

• An understanding of Agile ways of working and the tools that support them. 
   

 ABOUT WORKING FOR US  

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.  

We also offer a wide-ranging benefits package, which includes:   

• A generous pension contribution of up to 15%  

• An annual bonus award, subject to Group performance  

• Share schemes including free shares  

• Benefits you can adapt to your lifestyle, such as discounted shopping  

• 30 days’ holiday, with bank holidays on top  

• A range of wellbeing initiatives and generous parental leave policies  

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.