Customer Journey Owner
Manchester office every couple of weeks up to 70k
MERJE is excited to present an exceptional opportunity for a Customer Journey Owner in the consumer finance sector. This role offers the chance to shape cutting-edge customer experiences using innovative technologies, including generative AI. The successful candidate will lead the design and delivery of servicing journeys for a rapidly growing digital lender.
This consumer finance business is revolutionizing the industry with its digital credit card and partnerships with major brands. Backed by significant Private Equity funds, the company is on a mission to redefine consumer finance, making it simpler and more enjoyable for customers.
As the Customer Journey Owner, you’ll be at the forefront of designing and implementing best-in-class servicing journeys. You’ll leverage cutting-edge technology, including generative AI, to create seamless omni-channel experiences that delight customers and drive efficiency.
 Key Responsibilities:
*Design and own end-to-end customer journeys across multiple channels
*Leverage generative AI capabilities to maximise service quality and efficiency
*Conduct customer insights research and analysis to inform decision-making
*Lead experimentation and A/B testing to optimise customer experiences
*Collaborate with cross-functional teams to shape and deliver improvements
Required knowledge and experience:
*Proven experience in customer journey design and optimisation
*Strong understanding of consumer lending and/or banking industry
*Experience with Lean Six Sigma or Design Thinking methodologies
*Keen interest in AI and practical applications of large language models
*Excellent problem-solving and communication skills
If you’re passionate about creating exceptional customer experiences and want to be at the forefront of innovation in consumer finance, apply now for the Customer Journey Owner position! _________________________________
Applicants must be located and eligible to work in the UK without sponsorship.Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.If you would like this job advertisement in an alternative format, please contact MERJE directly.