Customer Journey Manager

JOB TITLE: Customer Journey Manager  
SALARY: £59,850 - £66,500 
LOCATION: Edinburgh 
HOURS: Full-time – 35 hours per week 
WORKING PATTERN: Hybrid – 40% (or two days) in the Edinburgh office 

 
ABOUT THIS OPPORTUNITY 

We're looking for an enthusiastic Customer Journey Manager to join Workplace Digital Lab/ Platform Savings Lab, within Workplace & Retirement Platform, where our mission is to help as many customers as possible to achieve a financially secure and fulfilling retirement. 

Within the Workplace & Retirement Platform, we operate two specialist Labs focused on meeting the workplace pension needs of members, employers and advisers: Workplace Digital Lab and Platform Savings Lab. Together, our mission is to create exceptional workplace pension experiences and achieve our ambition of becoming the UK’s leading workplace savings provider. 

The Platform Savings Lab (PSL) is a well established lab, responsible for the Corporate Savings Platform (CSP) in partnership with FNZ. Its purpose is to enable digital-first journeys, regulatory compliance and operational efficiency for our schemes and members. We work closely with FNZ engineers to build out the right solutions for our customers. 

In Platform Savings Lab our focus on creating simpler and more efficient journeys whilst delivering on our regulatory requirements through: 

• Customer-Centricity: Ensure we consider the needs and wants of our customers (Employers, Members, Operations) delivering simpler journeys. 

• Innovation & Modernisation: Innovating how we do manage change with a 3rd party, becoming more efficient and able to deliver more value to our customers. 

• Efficiency & Scalability: Drive cost efficiency and operational simplification through simpler straight through journeys, removing manual effort. 

• Compliance & Trust: Ensure consumer duty and governance across all platform journeys & propositions. 

WHAT YOU’LL DO 

• Shape Seamless Digital Journeys: Independently and collaboratively design, map, and optimise end-to-end customer journeys, ensuring every touchpoint delivers a smooth and engaging digital experience. 

• Turn Insights into Action: Use data, processes, and system insights to inform customer journey design. Always keep the customer at the heart of what you do. 

• Champion Continuous Improvement: Regularly assess the customer journey from both a customer and business perspective, finding opportunities to enhance 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. 

• Collaborate with Industry Leaders: Work directly with third parties, including FNZ, to drive and implement changes that enhance the customer experience. 

• Build Strong Relationships: Develop and nurture collaborator relationships, manage competing priorities, and facilitate the resolution of differing viewpoints to keep projects moving forward. 

• Drive the Lab Roadmap: Partner with the Product Owner and feature teams to shape priorities, develop, and deliver features that measurably improve customer experience and outcomes. 

WHAT YOU’LL NEED 

• Experience mapping customer journeys and driving process improvements—ideally within digital products or financial services. 

• A knack for turning data and reports into actionable insights, using evidence to shape decisions and champion customer needs. 

• Curiosity and a willingness to learn, with the ability to quickly grasp new concepts and adapt in a fast-paced environment. 

• Confidence working both independently and as part of cross-functional teams. 

• Strong problem-solving skills and the ability to build positive relationships with collaborators at all levels. 

• A passion for delivering customer-centric solutions, especially in Agile teams. 

• The ability to positively sway others, exemplify the right values and behaviours, and encourage your colleagues to follow suit. 

• Experience in pensions, digital products, or emerging technologies is a bonus. 

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 

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!