CrawlJobs Logo

Customer Insight & Journey Lead

understandingrecruitmentnfp.com Logo

Understanding Recruitment NFP

Location Icon

Location:
United Kingdom , London

Category Icon
Category:
IT - Software Development

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

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

Additional Information:

Job Posted:
March 22, 2026

Work Type:
Hybrid work
Icon
Understanding Recruitment NFP - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Customer Insight & Journey Lead

Customer Journey Strategist

Customer Journey Strategist role at Fever, the world's leading tech platform for...
Location
Location
Spain , Madrid
Salary
Salary:
Not provided
https://feverup.com/fe Logo
Fever
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least four years of experience working in Digital Marketing and CRM, mobile and web environments
  • Experience working with Salesforce Marketing Cloud or other ESPs (Mailchimp, Sendgrid, etc)
  • Good copywriting skills and able to communicate in English in a fluent way
  • Analytical and data-driven and know how to leverage consumer behavioral, lifestyle, transactional, and demographic data to deliver relevant marketing insights
  • Experience in creating HTML code templates
  • A/B testing
  • Dynamic templates using AmpScript
  • SQL knowledge to create segmentations
Job Responsibility
Job Responsibility
  • Define the CRM strategy and apply it to optimize customer retention, loyalty and return rate
  • Supervise and maximize the customer's lifetime value strategies ensuring maximum profitability
  • Design and lead the development and execution of hyper-personalized direct communication programs at scale through email channel and other input and output channels (onsite, push, in-app, SMS)
  • Map the Customer Journey, analyze the contact points and maximize business opportunities
What we offer
What we offer
  • 40% discount on all Fever events and experiences
  • Work in a location in the heart of Madrid, with possible travel across our markets
  • Home office friendly and flexible schedule
  • Responsibility from day one and professional and personal growth
  • Great work environment with a young, international team of talented people to work with
  • Private Health insurance
  • 20 days off annually
  • Gympass membership
  • Fulltime
Read More
Arrow Right

Customer Journey Strategist

Customer Journey Strategist role at Fever, the world's leading tech platform for...
Location
Location
Argentina , Buenos Aires
Salary
Salary:
Not provided
https://feverup.com/fe Logo
Fever
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least four years of experience working in Digital Marketing and CRM, mobile and web environments
  • Experience working with Salesforce Marketing Cloud or other ESPs (Mailchimp, Sendgrid, etc)
  • Good copywriting skills and able to communicate in English in a fluent way
  • Analytical and data-driven and know how to leverage consumer behavioral, lifestyle, transactional, and demographic data to deliver relevant marketing insights
  • Experience in creating HTML code templates
  • A/B testing
  • Dynamic templates using AmpScript
  • SQL knowledge to create segmentations
Job Responsibility
Job Responsibility
  • Define the CRM strategy and apply it to optimize customer retention, loyalty and return rate
  • Supervise and maximize the customer's lifetime value strategies ensuring maximum profitability
  • Design and lead the development and execution of hyper-personalized direct communication programs at scale through email channel and other input and output channels (onsite, push, in-app, SMS)
  • Map the Customer Journey, analyze the contact points and maximize business opportunities
What we offer
What we offer
  • 40% discount on all Fever events and experiences
  • Work in a location in the heart of Buenos Aires
  • Home office friendly and flexible schedule
  • Responsibility from day one and professional and personal growth
  • Great work environment with a young, international team of talented people to work with
  • Health insurance and life insurance
  • Free food, drink and fruit at the office
  • Gympass Membership
  • English lessons
  • Fulltime
Read More
Arrow Right

Product Insights Lead

As Dexory’s Product Insights Lead, you will bridge data and empathy - combining ...
Location
Location
United Kingdom , Wallingford, Oxfordshire
Salary
Salary:
Not provided
dexory.com Logo
Dexory Using
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4–6 years’ experience across product analytics, research, or data-driven product roles, ideally in B2B software or complex operational domains
  • Proficiency in qualitative and quantitative methods (interviews, usability testing, surveys
  • funnels, cohorts, retention)
  • Strong analytical skills (SQL and a BI tool such as Looker/Tableau/Mode) and familiarity with experimentation (A/B tests, guardrail metrics)
  • Ability to design studies, synthesise findings, and communicate clear, decision-ready recommendations
  • Comfortable partnering with engineers and PMs on instrumentation and telemetry
  • able to translate business questions into data requirements
Job Responsibility
Job Responsibility
  • Integrated discovery: Partner with PMs to define hypotheses, research plans, and measurable outcomes
  • run interviews, observations, diary studies, surveys
  • triangulate qual + quant into clear narratives
  • Support Product in quantifying problems & opportunities: Sizing pain points (how many users, frequency, £ impact) and estimating potential value (savings, revenue, retention uplift)
  • Market research: Evaluate the competitive landscape and wider market dynamics
  • Define & instrument metrics: Set success measures, guardrails, and event tracking with PMs and engineers to ensure changes are measurable from day one
  • Analytics & measurement: Build lightweight dashboards
  • conduct funnel, cohort, and retention analyses
  • run A/B tests with statistical rigour and deliver post-launch reviews
  • Early signal detection: Monitor rollout KPIs to catch issues or wins quickly
What we offer
What we offer
  • Share options
  • Private healthcare via Bupa with 24/7 medical helpline
  • Life insurance
  • Income protection
  • Pension: 4+% employee with option to opt into salary exchange, 5% employer
  • Employee Assistance Programme - mental wellbeing, financial and legal advice/support
  • 25 holidays per year
  • Full meals onsite in Wallingford
  • Fun team events on and offsite, snacks of all kinds in the office
  • Fulltime
Read More
Arrow Right

Business System Analyst

As a Business Systems Analyst, you will be a key strategic partner within Greenf...
Location
Location
Canada , Mississauga
Salary
Salary:
90000.00 - 110000.00 / Year
greenfield.com Logo
Greenfield Global
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Excellent analytical and critical thinking skills
  • Strong understanding of data analysis, process mapping and solution design
  • Ability to thrive in a fast-paced, dynamic work environment
  • Possesses Company values of honesty, integrity, respect, commitment and open to change while modelling the Company Core Principles in all activities
  • Ability to foster collaborative, cross department relationships to meet common objectives
  • The ideal candidate brings positive energy and enthusiasm to the team, making collaborative efforts enjoyable and inspiring colleagues to optimize business systems and processes while fostering growth and a dynamic work environment
  • Must be able to work on a team
  • Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field
  • 5+ years of hands-on experience in Microsoft Dynamics CRM / ERP Dynamics 365 F&O/SCM) including Customer Engagement implementation
  • Demonstrated experience with Dynamics 365 Customer Insights Journeys, Sales, Customer Service, Omnichannel, and data migration/integration
Job Responsibility
Job Responsibility
  • Strategic System Analysis: Analyze and optimize business processes, in Sales, Marketing, and Customer Service, to enhance customer engagement
  • Requirements Gathering & Solution Design: Partner with cross-functional teams, including business stakeholders, developers, and consultants, to capture business needs and translate them into scalable, customer-centric technology solutions, while ensuring alignment with overall business expectations
  • Customer Insights & Omnichannel Expertise: Design, implement, and optimize solutions leveraging Dynamics 365 Customer Insights Journeys, Sales, Customer Service, and Omnichannel capabilities
  • Customer Engagement Process Expertise: Design, implement, and continuously improve customer engagement processes within Dynamics 365, including sales cycles, lead and opportunity management, and customer journey mapping, to ensure solutions meet business requirements and drive measurable outcomes
  • Data Driven Insights: Leverage advanced analytics tools to uncover trends, generate actionable insights, and support data-informed decision-making that drives commercial performance
  • Technology Implementation & Integration: Support the deployment and integration of new commercial systems and enhancements, ensuring seamless connectivity across platforms and alignment with business goals
  • Documentation Create and maintain comprehensive (BRD) Business Requirements Documents for business systems to support transparency and traceability
  • Project Management: Lead and manage system initiatives from inception to completion, ensuring timely delivery of assigned milestones, alignment with stakeholder expectations, and measurable business impact
  • Training and Support: Empower business users and subject matter experts through training and support, ensuring adoption of new tools and maximizing return on technology investments
  • AI-Driven Insights & Analytics: Leverage built-in AI models within Dynamics 365 CE to support data-driven decision-making through lead and opportunity scoring, customer sentiment analysis, churn prediction, and sales forecasting
What we offer
What we offer
  • Formal and informal training opportunities
  • Comprehensive health and dental benefits
  • Income protection: short- and long-term disability coverage, life insurance, paid personal sick time
  • Vacation time exceeding industry standards
  • Company funded retirement savings program with individual contribution opportunities
  • Meaningful and challenging work
  • Curated intentional culture focused on growth and development, engagement, and communication
Read More
Arrow Right

Head of Customer Journey Experience Strategic Transformation

In a role in Product Development & Management, you'll oversee our entire product...
Location
Location
United Kingdom , London; Northampton; Manchester
Salary
Salary:
Not provided
barclays.co.uk Logo
Barclays
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Strategic mindset with the ability to translate complex problems into innovative solutions
  • Comfortable working with systems design
  • Expertise in business design, using design thinking skills to drive business strategy and approach
  • People leadership and coaching skills with strong experience of delivering customer-centred change
  • Ability to influence and manage stakeholders with experience of delivery in cross-functional, matrixed environments with multiple stakeholders
  • Commercial acumen, with an understanding of how excellent customer experience can drive strong business commercial outcomes
  • Expertise in customer journey mapping and understanding of design thinking methodologies
  • Expertise in customer data analysis, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development
  • Experience in driving and delivering transformative change
  • Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics
Job Responsibility
Job Responsibility
  • Lead and champion the development of the overarching, ambitious, customer experience strategy for BUK’s priority Customer Journeys
  • Lead cross-functional teams to identify and drive opportunities to be more customer centric in our approach to customer journeys
  • Be the catalyst for the reimagining of key end-to-end customer journeys that deliver exceptional and differentiated customer experiences
  • Design the end to end journey of a service to enable a user to complete their goals
  • Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping
  • Creation of intuitive and user-friendly interfaces for digital banking platforms and applications
  • Design and maintenance of visually appealing and consistent user interfaces
  • Creation of wireframes and interactive prototypes
  • Compliance to accessibility standards and guidelines
  • Monitoring of industry trends, design best practices, and emerging technologies
What we offer
What we offer
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Supportive and inclusive culture and environment
  • Focus on wellbeing
  • Big opportunities
  • The workplace of the future
  • Commitment to inclusion and opportunities
  • Flexible working arrangements can be discussed
  • Fulltime
Read More
Arrow Right

Customer Insights Manager

As the Customer Insights Manager, you will play a pivotal role in shaping our un...
Location
Location
United Kingdom , Cardiff
Salary
Salary:
Not provided
capitalontap.com Logo
Capital on Tap
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role
  • Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences
  • CX Methodologies: Experience with Customer Journey Mapping tools and techniques, with a track record of using them to drive process improvements
  • Leadership Skills: Experience supporting or mentoring analysts, with the ability to guide teams through complex problem-solving methodologies
  • Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable
  • Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement
Job Responsibility
Job Responsibility
  • Executive Reporting & Commentary: Own the narrative for senior stakeholders
  • you will write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence
  • Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, Complaints MI
  • analysing sentiment trends, and driving initiatives to improve customer advocacy
  • Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA), Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience
  • Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points
  • Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points, map new features, and ensure the customer voice is central to process design
What we offer
What we offer
  • Private Healthcare including dental and opticians services through Vitality
  • Worldwide travel insurance through Vitality
  • Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
  • Salary Sacrifice Pension Scheme up to 7% match
  • Octopus EV Salary Sacrifice Scheme
  • 28 days holiday (plus bank holidays)
  • Annual Learning and Wellbeing Budget
  • Enhanced Parental Leave
  • Cycle to Work Scheme
  • Season Ticket Loan
Read More
Arrow Right

CRM Lifecycle Manager

My client is looking for a CRM Lifecycle Manager, fully remote role offering a s...
Location
Location
United Kingdom
Salary
Salary:
Not provided
blu-digital.co.uk Logo
Blu Digital
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience with customer journey mapping
  • Experience with A/B or A/N testing
  • Ability to direct a project from start to end (from brief through to launch) within tight deadlines
  • Understanding of data management, with an ability to create excel reports
Job Responsibility
Job Responsibility
  • Place customer data at the center of every decision made and empower the rest of the business to do the same
  • Focus on email, optimizing via testing, segmentation, dynamic content, frequency, technology and more
  • Be the customer data spokesperson, setting up actionable insights to support the rest of the team and business
  • Lead the automation roll-out
  • Fulltime
Read More
Arrow Right
New

Head of Customer & Strategy Insight

Booker Group is recruiting for a Head of Customer & Strategy Insight to lead the...
Location
Location
United Kingdom , Wellingborough; Eccles
Salary
Salary:
Not provided
bookergroupjobs.co.uk Logo
Booker Group
Expiration Date
March 23, 2026
Flip Icon
Requirements
Requirements
  • Strong analytical capability with experience in segmentation, survey design, and qualitative research.
  • Ability to translate complex data into clear, actionable insight.
  • Strong stakeholder management and influencing skills.
  • Proven experience in customer insight, market research, or strategy roles, ideally within retail or consumer‑facing sectors.
  • Experience leading teams and managing external agencies.
Job Responsibility
Job Responsibility
  • Develop and maintain a robust customer segmentation model that reflects evolving behaviours, needs, and value drivers.
  • Partner with Marketing, Retail, Digital, and Product teams to embed segmentation into targeting, proposition design, and customer experience improvements.
  • Lead analysis of customer journeys, lifetime value, churn, and behavioural patterns to identify opportunities for growth and retention.
  • Ensure segmentation is accessible, understood, and used across the organisation.
  • Own the external insight agenda, including competitor analysis, market trends, macroeconomic shifts, and emerging consumer behaviours.
  • Build relationships with research agencies, industry bodies, and data providers to ensure the business has access to high‑quality intelligence.
  • Translate external trends into strategic implications for Retail, Product, and Customer Experience teams.
  • Produce regular horizon‑scanning reports to inform long‑term planning.
  • Design and oversee a comprehensive survey programme that captures the voice of customers, suppliers, colleagues, and product users.
  • Ensure surveys are methodologically sound, representative, and aligned to strategic priorities.
What we offer
What we offer
  • A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
  • After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
  • 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
  • Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
  • Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
  • 50% off health checks at Tesco Pharmacy.
  • Exclusive access to discounted RAC breakdown cover rates
  • An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
  • After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
  • Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
  • Fulltime
!
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy