Manager, Journey Management

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Define, manage, and enhance Critical User Journeys (CUJs) to inform product and business decision-making.

• Create and uphold a dynamic system of journeys, personas, and workflows.

• Align journey priorities with product, platform, and organizational strategies.

• Identify high-impact opportunities to inform investment, consolidation, or innovation choices.

• Synthesize qualitative research, behavioral analytics, sentiment data, and market context into unified journey perspectives.

• Convert insights from multiple sources into opportunity areas and prioritized actions.

• Collaborate with Product and cross-functional teams to transform journey insights into roadmap inputs, experiments, and solutions.

• Facilitate opportunity identification, prioritization, and activation through structured frameworks and tools.

• Lead the development and progression of L1 end-to-end and L2 workflow-level journey maps.

• Construct and maintain journey maps, blueprints, personas, and opportunity backlogs.

• Scale journey management platforms and ensure organizational accessibility.

• Establish governance, cadences, and standards for journey data management.

• Connect Product, Research, Analytics, Design, and CX teams around user needs and priorities.

• Conduct workshops, co-creation sessions, and alignment forums.

• Promote the adoption of journey-centric approaches through coaching, training, and collaboration.

• Influence stakeholders by linking user insights to business outcomes.

• Define and monitor journey-level success metrics related to adoption, conversion, and retention.

• Develop closed-loop systems to assess change impact and incorporate learnings into journey evolution.

• Aid in business case development by quantifying opportunity size, impact, and ROI.

• Utilize AI for journey mapping, insight synthesis, and opportunity identification.

• Integrate AI-powered insights into journey systems and workflows.

• Investigate AI-assisted research, automated synthesis, and real-time feedback integration.

• Advance journey management towards a real-time, continuously learning framework.

⛳️ Requirements

• Over 8 years of experience in service design, journey management, UX research, product strategy, or related domains.

• Demonstrated experience in mapping and managing end-to-end customer journeys and translating insights into actionable enhancements.

• Strong expertise in integrating qualitative and quantitative data to guide decisions and drive impact.

• Ability to influence cross-functional teams and align stakeholders towards shared objectives.

• Experience in complex, matrixed organizations with numerous partners and conflicting priorities.

• Excellent facilitation and storytelling abilities, with a knack for communicating complex insights clearly and persuasively.

• Familiarity with journey management platforms such as TheyDo and Smaply.

• Experience in scaling journey management systems and practices.

• Proven track record in driving change and fostering the adoption of new working methodologies across teams.

• Exposure to AI-enabled workflows or a strong interest in leveraging AI for research, insights, or design processes.

🏝️ Benefits

• Competitive compensation package.

• Annual cash bonuses may be provided.

• Stock grants may be available.

• Comprehensive benefits package offered.

• Quarterly travel for team meetings and conferences.

• In-person onboarding and/or ID verification may be necessary.