Royal Mail
Customer Journey Manager - London/Hybrid
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Customer Journey Manager - London/Hybrid
Job reference 340938
Customer Journey Manager - London/Hybrid
Competitive salary plus £4800 car allowance, healthcare, 18% annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Royal Mail Farringdon
We are looking for a commercially focused Customer Journey & Commercial Manager to own and optimise some of Royal Mail’s most important digital customer experiences. This role sits at the heart of our digital strategy, driving journey performance, increasing customer satisfaction and ensuring commercial value is delivered across high-traffic digital channels.
About The Role
- Own end-to-end performance across key customer journeys including Send, Tracking, Redelivery and Help & Contact.
- Use data and customer insight to identify friction, drop-off points and commercial opportunities.
- Build business cases for journey improvements, linking customer outcomes to commercial impact.
- Work closely with Product teams to prioritise requirements and shape delivery roadmaps.
- Drive optimisation initiatives that improve conversion, completion rates and digital self-service.
- Partner with Marketing, UX, Content and Analytics teams to deliver seamless customer experiences.
- Provide regular reporting and recommendations on journey performance, customer satisfaction and revenue outcomes.
About You
- Experience in digital journey management, ecommerce, product or digital optimisation roles.
- Strong commercial acumen with the ability to translate data into actionable business decisions.
- Proven track record of improving digital customer experiences and measurable performance outcomes.
- Confident working with data, analytics and customer insight to prioritise improvements.
- Experienced influencing cross-functional stakeholders in complex environments.
- Comfortable balancing strategic thinking with hands-on delivery and execution.
- Excellent communication skills with the ability to present recommendations clearly and confidently.
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Extra Benefits
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Supportive and generous company sick pay
- Funded Dental – As a manager you are eligible to a level of employer funded dental insurance*
- Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
- Benefits Account – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
- Available only to permanent employees
Next Steps
The next stage of the selection process will be a face to face or virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail / Parcelforce / RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
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We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 17th July 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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