Responsibilities

• Lead the design, delivery, and continuous optimisation of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
• Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
• Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.
• Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
• Drive personalisation and segmentation strategies to create differentiated experiences for different customer types.
• Ensure all digital journeys are compliant, accessible, and aligned with the brands promise.

Performance & Optimisation

• Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
• Lead test-and-learn experiments (A/B,...