Customer Journey Manager

Customer Journey Manager

Application Deadline: 21 July 2025

Department: Customer Insights and Journeys

Employment Type: Permanent - Full Time

Location: London or another Dogs Trust site

Compensation: £44,000 per year + benefits

Description Are you ready to lead the transformation of customer experiences at one of the UK's most loved charities?

Dogs Trust are looking for a Customer Journey Manager to shape and deliver outstanding customer journeys across every touchpoint. This role will see you collaborate with teams across the organisation, championing a customer-first culture and playing a key role in aligning our Marketing and Communications function with our goal of becoming a truly customer-centric organisation.

What does this role do? As a Customer Journey Manager, you will:

• Lead and embed Customer Journey management across Dogs Trust, developing a consistent approach that supports our strategic goal of becoming a customer-centric organisation.
• Collaborate with teams across the organisation to develop and implement customer journeys that enhance engagement, conversion, and satisfaction across all key touchpoints, both online and offline.
• Lead and manage the Customer Journey Officers, fostering a culture of excellence and providing coaching and development.
• Establish and track clear customer experience (CX) metrics and KPIs, using data and analytics to inform decision-making, identify improvement opportunities, and drive continuous enhancement.
• Act as a CX advocate across Dogs Trust, promoting a customer-first mindset through effective communication, stakeholder engagement, and the sharing of best practices and industry insights.

Could this be you? With proven experience in a Customer Journey Management role, you will have expertise in market research approaches that underpin the customer journey management process. With strong analytical and problem-solving skills, you will have the ability to translate data, trends, patterns and other organisational inputs into usable, improved customer journey maps that enhances Dogs Trust's impact.

What do we do? The Audience Insights and Customer Journeys team is responsible for developing a deep understanding of Dogs Trust's customers through research and data analysis to inform the development and implementation of effective brand engagement, marketing communications campaigns, and fundraising strategies.