Responsibilities

As a Customer Journey Manager, you will lead the detailed understanding of where customers experience friction within priority journeys across our financial wellness and identity products. You will connect the dots between the macro drivers and detractors of customer satisfaction identified by Insights and the specific journey moments, operational causes and cross-functional dependencies that need to change.
Central to the role will be running and developing Walk the Store sessions and other practical journey reviews. Working in close partnership with Insights, User Research, Product, Design, Engineering, Marketing, Commercial, Customer Service and VOC teams, you will turn evidence into clear problem definitions, business cases, named ownership, get change integrated into roadmaps and the impact measured.
The Customer Journey team works to improve end-to-end experiences across Gen’s consumer brands. In partnership with Consumer Insights & Strategy and teams across Product, Design, and Analytics, we bring together customer feedback, research, and journey data to uncover friction and prioritize improvements. We turn those insights into actionable recommendations and partner across the business to improve customer journeys and support satisfaction, loyalty, retention, and growth.
Lead the detailed understanding of friction within priority customer journeys, helping teams see how issues play out across acquisition, onboarding, usage, support and renewal.
Translate macro satisfaction drivers and detractors identified by Insights into focused journey investigations, connecting customer evidence, operational signals, behavioral data, VOC inputs and direct walkthroughs.
Run Walk the Store sessions that bring cross-functional teams into the customer experience, expose practical pain points, and build shared understanding of what customers face and which teams influence the outcome.
Facilitate high-quality workshops that move teams from observation to agreement: clarifying the problem, aligning on the customer and business impact, identifying owners and defining the next best actions.
Partner with User Research through diagnosis, ideation and solution testing, ensuring customer problems are explored deeply, improvement ideas are shaped with evidence, and proposed solutions are tested before teams commit to delivery.
Build business cases for journey level change that show why the friction matters, what improvement could unlock and how progress will be measured
Capture customer and business trade-offs made through prioritization and delivery, maintaining visibility of the expected impact and enabling outcomes to be reviewed over time.
Create ownership and momentum by identifying accountable teams, surfacing dependencies and ensuring agreed improvements are visible, prioritized and followed through.
Work cross-functionally to influence integrated roadmaps so evidenced customer priorities are reflected in planning and delivery, without taking ownership away from Product, Design, Engineering or other delivery teams.

Qualification

Strong workshop facilitation skillsAbility to identify accountable ownersProactiveExperience in financial wellnessKnowledge of CX measurement

Required

Proven experience in customer experience, journey management, service design, product experience or business transformation for digital products or services.
Strong workshop facilitation skills: able to bring diverse teams together, guide structured discussion, surface blockers and drive clear outcomes.
Strong analytical and commercial mindset: comfortable using insight and data to identify friction, size opportunities and build credible business cases for change.
High-impact communication and storytelling; able to make customer problems tangible, explain the business impact and influence senior stakeholders constructively.
Cross-functional leadership experience in complex organisations; effective at aligning Product, Design, UXR, Engineering, Marketing, Commercial, Customer Care and Insights around shared customer priorities.
Experience creating clarity from complex customer journeys, including using practical tools such as journey maps, walkthroughs, service blueprints or customer evidence to focus teams on action.
Ability to work effectively across specialist boundaries, with a clear understanding of the distinct contributions of Insights, VOC, User Research, Design and journey management.
Ability to identify accountable owners, track actions and trade offs, manage dependencies and support teams in moving agreed improvements into roadmap and delivery planning.
Proactive, collaborative and outcomes-driven; confident operating in ambiguity and creating momentum without direct ownership of every delivery team.
Experience in financial wellness, identity, cybersecurity, insurance, subscription or consumer digital services.
Experience designing or facilitating customer walkthroughs, immersion sessions, service reviews or similar cross-functional forums.
Knowledge of CX measurement, experimentation frameworks, customer behaviour data or service/contact-centre insight sources.

Customer Journey Manager - Digital Experience & Commercial Impact at Gen Digital · LumiJobs

Customer Journey Manager - Digital Experience & Commercial Impact

Responsibilities

Qualification

Required

Benefits

Company

Gen Digital

More roles at Gen Digital