Customer Experience Manager

Duration - 12 months We’re looking for a Digital Journey Manager to take ownership of key customer journeys across our ecosystem — ensuring they are simple, intuitive, and deliver measurable value at every stage. Drawing inspiration from leading customer-focused organizations, this role blends strategy, customer insights, and digital execution to transform how our customers experience our product, from first engagement to long-term advocacy. Key Responsibilities Customer Journey Ownership Lead the design, delivery, and continuous optimization 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. Digital Strategy & Execution Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams. Drive personalization and segmentation strategies to create differentiated experiences for different customer types. Ensure all digital journeys are compliant, accessible, and aligned with Intuit’s brand promise. Performance & Optimization Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities. Lead test-and-learn experiments (A/B, multivariate testing) to optimize customer experiences. Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement. Collaboration & Leadership Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels. Influence stakeholders and align priorities across multiple business units. Foster a culture of customer-centricity, innovation, and continuous improvement. Required Qualifications Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience). Proven track record in digital product, journey, or experience management . Strong knowledge of digital analytics, customer research, and CX methodologies . Experience with journey mapping tools, A/B testing platforms, and personalization technologies . Ability to manage multiple projects with cross-functional teams in an Agile environment. Excellent communication, stakeholder management, and influencing skills. Preferred Qualifications Experience in financial services, SaaS, or e-commerce customer journeys. Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).

Location: City of London, London, GB

Posted Date: 9/8/2025