Customer Journey Manager

Job summary

Customer Journey Manager

£61,000 per annum

Bedford

Permanent

Hybrid Working

We’re looking for a sharp, forward‑thinking professional who knows how to turn customer insights into meaningful action. If you can design and deliver top‑tier CX insight initiatives, dive into customer feedback and use insights to influence drive real change — we want to hear from you.

You’ll bring confident stakeholder management, the ability to influence at every level and hands‑on experience managing tools and systems that capture real-time evaluation of customer journeys. Understanding of the drivers of CX along with a solid grasp of complex delivery models will help you hit the ground running.

If you’re someone who champions the voice of customers with calm efficiency, communicates with clarity and can use data to bring customer experiences to life — this role is built for you.

Job description

Role Overview

The Customer Journey Manager will report directly to Senior Customer Experience Manager. In this role, you will be responsible for:

Key Responsibilities:

• Designing, testing and implementing customer journey and experience methodologies to monitor and improve customer experience.
• Lead the collection and analysis of customer feedback and CX insights, such as CSAT, CES, ensuring insights are able to drive actionable improvements.
• Use customer journey mapping and CX insights to showcase how customers flow through services and surface customer barriers and pain-points.
• Provide regular insight to delivery partners and service owners on holistic CX performance.
• Lead root cause analysis and systemic issue identification and evidencing, to support resolutions to enhance overall service quality.
• Provide insight and recommendations to help guide prioritisation and decision-making for key stakeholders
• Collaborate with internal and external stakeholders to embed a customer-centric culture and support CX initiatives.
• Support the design and implementation of new or evolving services, ensuring customer experience considerations are integrated.
• Manage the day-to-day application of CX tools and systems, including the management of commercial agreements with providers.

Person specification

You will need to demonstrate the following skills and experience.

Essential:

• Proven experience in designing and implementing customer experience and quality monitoring tools and systems.
• Strong analytical skills with experience in working with diverse data sources and translating them into engaging storytelling and insights that can inform decision-making and improvements.
• Excellent stakeholder management skills, capable of influencing and engaging at all levels.
• Knowledge of contract or grant management, service design and procurement.
• Effective communication and presentation skills with a keen attention to detail.
• Experience of gathering and using insights in complex delivery landscapes.
• Understanding of complaints handling and reporting as a mechanism for gaining insight for improvement.
• Proficiency in MS Office applications and CX tools, such as CX management platforms.

Benefits

• About Us
  The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

  At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

  • Caring
    We care about our colleagues and the people whose lives we are here to transform.
  • Connecting
    We will transform lives through our ability to make positive connections.
  • Transforming
    We are committed to transforming lives and making a positive societal impact.

  Our Inclusive Working Environment
  By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

  Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

  What We Offer

  • Generous Annual Leave – 30 days plus Bank Holidays
  • Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
  • Interest-free loan for season tickets for buses and trains
  • Cycle to work Scheme
  • Subsidised eye tests & flu jabs
  • Life assurance scheme
  • Give as you earn scheme
  • Employee assistance programme (EAP)
  • PAM Assist and PAM Life scheme (Wellbeing)
  • Enhanced family and sick pay
  • Paid volunteering (2 days a year)
  • Recognition Scheme
  • Discounts portal to numerous retailers

  Flexible Working
  At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

  Career Development
  In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

  Reserve List
  If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Please note: The Money and Pensions Service requires all candidates to have the legal right to work in the United Kingdom. Unfortunately, we are unable to offer visa sponsorship for this role.

Step 1: Submit Your Application

Open: 16th January 2026 , Deadline: 01st February 2026

Please submit your most up‑to‑date CV along with a cover letter (maximum 1,000 words) outlining how your skills and experience align with the requirements of this role.

Step 2: Telephone Interview

Between: 19th January 2026 – 02nd February 2026

Candidates who meet the initial criteria will be invited to a friendly, informal telephone interview with the Reed team. This is an opportunity to discuss your experience and gain further insight into the role.

Step 3: Final Stage Interview

Week commencing: 09th February 2026

Interviews will be conducted virtually via Microsoft Teams. This is a single‑stage process that includes a task focused on customer experience insights, followed by a series of competency‑based questions.

Job Reference: MaPS01064

Close Date: 01/02/2026

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Sabreena
• Email : sabreena.chowdhury@reed.com

Recruitment team

• Email : sabreena.chowdhury@reed.com