Job Description

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Customer Journey Manager

Join a team where

Purpose

drives everything we do,

Ambition

fuels our growth,

Trust

builds our foundation, and

Respect

shapes our culture.

Are you a strategic, collaborative leader passionate about improving customer experiences? Join us to shape meaningful, customer-centric change across our organisation.


We're not just hiring aEUR" we're inviting you to

build the future

with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.


Contract: FTC 18 months.

Open to internal candidates who are currently at Grade 8 only

Working hours : 35 hours per week is full time.

Salary: 76,875 - 92,196 depending on experience.

Location: London Docklands

Reporting to: Head of Workstream

By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

Join our community -

This is a great opportunity to learn about the Financial Ombudsman and the work that we do. join here

About Us:

To better serve our customers, we are embarking on a comprehensive modernisation of the Redress System through our internal aEUR~Modernising Redress Programme'.


This pivotal initiative will be driven by the outcomes of the recent joint Call for Input with the FCA and HM Treasury's review of the Financial Ombudsman Service.


After 25 years of dedicated service, now is the perfect moment to reset the system, ensuring both our Service and the redress framework are ready for the future. If you are passionate about driving enterprise-level change and transformation, this is an exciting opportunity to join us and help shape the future of redress.


https://www.gov.uk/government/consultations/fs-sector-strategy-review-of-the-financial-ombudsman-service


The Customer Journey Manager will play a key leadership role in supporting the organisations reform workstreams by ensuring that improvements to services and processes are designed and delivered with the customer experience at their heart.


Sitting between customer insight, design, and delivery, this role works across departments and projects to align customer journey improvements with organisational strategy.


You'll collaborate across project, digital, insight, and operational teams to turn data and reform opportunities into practical, customer-focused improvements. With experience in leading service or customer changeaEUR"ideally in complex or regulated environmentsaEUR"you'll influence decisions, manage cross-departmental relationships, and ensure delivery aligns with strategic goals. A confident and collaborative leader, you'll translate insight into sustainable change and embed customer-centric practices across the organisation.

What You'll Do:

Experience in leading service or customer improvement initiatives, ideally in complex or regulated environments. You'll be a confident communicator and influencer, able to balance strategic thinking with operational realities.

Key responsibilities

Lead the coordination and management of customer journey improvement initiatives, ensuring consistency and alignment across the organisation. Work with the Customer Journey Expert, Journey Owners and project teams to translate insight, research and analysis into practical improvements. Lead and have clear oversight of all workstream activity to re-design customer initiatives ensuring they are customer-centric, efficient, intuitive, and aligned with reform objectives. Ensure proposed solutions balance customer needs with operational, digital, and policy requirements. Develop and maintain a roadmap of journey enhancements, prioritising activity based on customer impact, efficiency and regulatory requirements. Collaborate with digital, operational and policy colleagues to ensure that improvements are joined up, achievable and deliver measurable benefits. Track and report on journey improvement progress, ensuring delivery is monitored, risks are managed and benefits are realised. Contribute to the development of frameworks, tools and standards for consistent journey management and customer experience standards. Act as a visible advocate for the customer, influencing reform solution design delivers improved accessibility, fairness and trust. Model energy, challenge the status quo, bring pragmatism, and a bias for action, helping maintain pace and momentum.
To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:

Minimum Criteria

Have a deep understanding of customer journey principles, service design approaches and how to use customer insight, data and feedback to shape and evaluate improvements. Analytical and evidence-led approach, skilled at interpreting data, feedback and performance information to inform decisions and measure impact of change. Able to distil complex information into clear, actionable insight. Experience of managing or coordinating multiple initiatives within a reform or transformation context, able to plan, prioritise and deliver against agreed milestones. Experienced manager, skilled at bringing together diverse teams (policy, legal, digital, operational and insight) to design and deliver joined-up improvements. Act as a visible champion for customer-centric reform, empowering others to think from the customers perspective and contribute to a culture of improvement.

It would also be nice for you to bring:

We would also like you to have the following skills:


Strategic thinker, ability to take a broad view of customer journeys and how they connect across the service, identifying long-term opportunities for improvement and aligning them with organisational priorities. Confident in engaging, influencing and building trusted relationships with senior stakeholders, operational leaders and cross-functional teams to achieve shared goals. Comfortable working with ambiguity and able to identify practical, creative solutions that improve efficiency and customer outcomes.

Why You'll Love Working With Us:

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:


https://www.financial-ombudsman.org.uk/who-we-are/aims-values

Flexibility

: Work your way aEUR" remote, hybrid, or in-office

Wellbeing

: [Health plan, gym memberships, mental health support]

Growth

: We invest in your future with [courses, mentorship, promotions]

Culture

: Diverse. Inclusive. Collaborative. Fun.
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:


25 days holiday entitlement, with the option to buy extra or sell days Generous pension Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

Let's Make This Easy.

Apply in a few minutes:


Apply with your updated CV, ensuring you are highlighting where your experience fits the minimum criteria.

Applications need to be submitted by the 7th November 2025

Shortlisted candidates will be invited to a first stage which may include completing online assessments and or a telephone interview.


Formal interviews for this role will be in week commencing 17th November 2025


Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

The Financial Ombudsman is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more


https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion


Don't miss out be part of the journey and take advantage of this opportunity.

Authenticity of applications

To ensure a good candidate experience we do not use AI tools for our screening process. As such we value authentic personal applications.


Good luck with your application.