Customer Journey Project Manager

London
Contract
Customer Care
Reference: CJMNHG_1747905197

Customer Journey Project Manager

*Housing*

*Hybrid working - 3 days on site per week*

*£41.70 per hour via Umbrella

The role:

  • The Customer Journey Manager will be pivotal in understanding and moulding a specialist customer journey area, centred around Home Lifecycle, Repairs and Maintenance and Paying Rent, Bills and Service Charges.
  • They will design, lead, and refine the entire customer journey, integrating principles of design thinking, customer co-creation, and best practices in journey mapping.
  • By forging close ties with residents and internal teams, they will co-create solutions and spearhead initiatives that align with resident needs and aspirations. In this capacity, they will utilise various tools and methodologies to capture and analyse resident feedback, ensuring that insights are transformed into tangible improvements
  • The role would suit an experienced manager / project manager, using project management skills including agile techniques to progress and deliver change activities that will improve customer experiences. They will collaborate with cross-functional teams to roll out journey-based enhancements, driving and owning improvement to make a real difference.
  • Line management of 1 Customer Journey Designer

Key Skills and Experience:

  • Deep knowledge of customer journey mapping, design thinking, and co-creation methodologies.
  • Experience in overseeing and enhancing customer journeys
  • Robust analytical skills, capable of deriving insights from resident feedback and behavioural data.
  • Knowledge of how these areas impact on the customer journey; leasehold and tenant lifecycle events and neighbourhood issues; home and place related charges and payments; property life cycles, repair supply chain, planned maintenance challenges.
  • Stellar communication skills, proficient at facilitating workshops, engaging stakeholders, and presenting insights.
  • Demonstrated ability to work alongside cross functional teams, driving resident-centric initiatives and achieving tangible outcomes.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.

£41.70 - £41.70
Per hour
Up to GBP41.70 per hour + Umbrella

London

Contract

Added 22/05/2025
Reference: CJMNHG_1747905197

Customer Journey Project Manager

London
Contract

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