Senior Customer Journey Product Manager

Were looking for a Senior Customer Journey Product Manager to play a pivotal role in shaping and delivering outstanding end-to-end customer experiences. This is a high-impact leadership position at the centre of transformation where youll own and define the journeys that matter most to our customers.

Youll set a clear vision for simple intuitive and digitally enabled experiences ensuring journeys are seamless across channels suppliers and touchpoints. Acting as the senior voice of the customer youll champion low-effort high-quality interactions and ensure every change delivers measurable value.

This role is equally about building capability and leading through influence -establishing standards aligning stakeholders and embedding a product-led customer-first mindset across the organisation.

Please note: This is a 9-12 month fixed term contract.

Key responsibilities

• Own and define critical customer journeys including future-state digital-first designs
• Lead end-to-end experience design (journeys channels and communication strategies)
• Act as the senior CX authority governing all customer-impacting change
• Define and track journey performance metrics identifying friction and driving continuous improvement
• Manage and prioritise a backlog of journey enhancements translating CX needs into deliverable outcomes
• Influence and align senior stakeholders across CX Operations Technology and Commercial teams
• Drive standardisation to reduce complexity and enable scalable delivery
• Ensure consistency across all suppliers channels and customer touchpoints

What youll bring

Experience

• Proven experience owning and optimising customer journeys or products in complex organisations
• Strong track record delivering cross-functional transformation initiatives
• Experience in digital transformation and/or operational service environments
• Ability to simplify complex processes into intuitive customer-friendly experiences
• Demonstrated ability to influence senior stakeholders
• Data-led mindset with experience using insights to drive prioritisation and performance

Knowledge & expertise

• Deep understanding of customer journey management and service design
• Knowledge of digital-first and multi-channel engagement models
• Strong understanding of agile and product-led delivery frameworks
• Awareness of regulatory/compliance considerations in customer journeys

Technical skills

• Customer journey mapping and service design
• Translating business needs into user stories and requirements
• Backlog ownership and value-driven prioritisation
• Data analysis and performance measurement (e.g. customer effort satisfaction conversion)
• Familiarity with agile tools (e.g. Jira Scrum Kanban)

Key behaviours

• Customer-first mindset with a passion for simple effective experiences
• Strategic thinker who can balance long-term vision with delivery
• Strong stakeholder management and influencing skills
• Collaborative and able to work across diverse teams
• Proactive problem solver with a solution-led approach
• Resilient and adaptable in a fast-paced transforming environment

IND789

The Company

Calisen plays a leading role in managing essential energy infrastructure that supports a smarter more sustainable future for everyone. Through smart metering installation data services and solar were helping homes and businesses move towards cleaner more efficient energy.

Whatever your background or experience your Calisen career could be just around the corner. Research shows some groups of people may hesitate to apply unless they meet every single requirement. If youre excited about a role we encourage you to apply even if you dont tick every box. You might be exactly who were looking for! Our people are our greatest strength. Calisen is an equal opportunities employer:We value honesty empathy and collaboration and we believe that different perspectives and experiences help us succeed. Our commitment is to fairness inclusion and creating an environment where everyone can thrive.

We use some artificial intelligence (AI) tools to support parts of our recruitment process. These tools are designed to assist our Talent team not replace them. Every decision is reviewed and made by our people. If youd like to know more about how your data is used please get in touch with us at any time.

The Values

We care

We are inclusive - we respect each other and believe everyone matters. We set high standards for our work and lead by example. We make a positive difference to our colleagues customers and communities.

We build for the future

We look to the future as we help to achieve the net zero challenge. We deliver to the highest standards today and welcome positive change in the future. We are open to feedback to keep improving our services and products.

* The holiday amount changes dependent on the business area
* Role dependent check on apllication

Documents

Required Experience:

Senior IC

Employment Type : Temp
Experience: years
Vacancy: 1
Monthly Salary Salary: 75000 - 85000