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Understanding Recruitment NFP Logo Understanding Recruitment NFP · IT - Software Development

Customer Insight & Journey Lead

United Kingdom, London · Job Posted March 22, 2026
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Job Description

A leading emergency medical charity is seeking an Interim Customer Insight & Journey Lead (Dynamics 365) to establish, define and deliver a modern customer insight capability from the ground up. This is a rare opportunity to shape the entire approach to customer journeys, supporter behaviour, and data-driven engagement for an organisation that has yet to fully embed this function, and now needs a dedicated expert to design and implement it end-to-end.

Job Responsibility

  • Establish, define and deliver a modern customer insight capability from the ground up
  • Shape the entire approach to customer journeys, supporter behaviour, and data-driven engagement
  • Take full ownership of mapping key customer and supporter journeys, identifying gaps, and creating a clear framework for how insight should drive communication, fundraising, and supporter engagement
  • Using Dynamics 365 Customer Insights (Journeys), bring structure to an area with no current home, determining where customer insight should sit, how teams should adopt it, and which tools, processes and data foundations are required to make it effective
  • Translate raw data, disconnected touchpoints, and underused platform capabilities into a coherent, actionable strategy
  • Define journeys, segmentation, dashboards and measurement approaches that give the organisation a genuine 'single view' of supporters and stakeholders, and ensure insight is embedded meaningfully in everyday decision-making

Requirements

  • Proven experience establishing customer insight and customer journey functions, ideally with Dynamics 365 Customer Insights (Journeys)
  • Strong capability in journey mapping, segmentation, behavioural insight and data-led engagement strategy
  • Ability to operate independently, set direction and build practical frameworks where none currently exist
  • Excellent stakeholder management skills, able to educate, influence and align teams around a new insight-driven approach
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