Journey Design Manager

We're looking for an experienced Journey Design Manager to be the strategic voice of the customer across our digital gym and web re-platforming programme. In this role, you'll lead end-to-end customer experience (CEX) and journey design across book, buy, and pay journeys, ensuring every interaction is seamless, intuitive, and aligned with both customer needs and business objectives. As an individual contributor, you will blend customer-centric journey design with operational process ownership, influencing technical designs, shaping the technology roadmap, and delivering measurable benefits. Working collaboratively with senior stakeholders across the organisation, you'll drive meaningful change for both customers and frontline teams. What You'll Do Journey Design & Experience Mapping

• Design and own end-to-end digital customer journeys across our Fitness and Wellbeing centres.
• Produce comprehensive 'as-is' and future-state journey maps, with a strong focus on both customer and agent experience.
• Embed business rules, notification triggers, unhappy paths, legal requirements, and customer insights into journey designs.
• Integrate channel-led systems and support new proposition development and implementation.
• Use Mural to present and share journey designs in clear, accessible formats.
• Ensure journey designs enable efficient technical and process implementation.
Stakeholder Collaboration & Change Delivery
• Act as the strategic voice of the customer, leading journey discussions with senior stakeholders across fitness & wellbeing, technology, customer services, marketing, trading, customer insight, and quality teams.
• Build strong, trusted relationships to enable effective cross-functional collaboration.
• Ensure governance is in place for all design and change activity, providing regular updates to key stakeholders.
• Use storytelling and empathy to communicate customer pain points, insights, and design opportunities.
• Align journey designs to project benefits and KPIs, ensuring outcomes are clearly defined, tracked, and achieved.
Insight, Innovation & Performance
• Lead research into emerging best practice and innovative approaches, applying these to future journey designs.
• Monitor and review journey performance post-implementation, using reporting and insight to assess effectiveness.
• Take accountability for design solutions that improve customer experience, operational efficiency, and business outcomes.
  
  Proven experience in journey design, customer experience mapping, and service design.
• Strong understanding of customer-centric and omnichannel journey principles.
• Experience owning or designing book, buy, and pay journeys in a digital environment.
• Confidence engaging senior stakeholders and influencing decisions through insight-led storytelling.
• Ability to translate complex business processes into practical, actionable journey designs.
• Experience collaborating closely with technology teams to shape technical designs and roadmaps.
• A proactive mindset, with a passion for innovation and continuous improvement.
  
  At Nuffield Health, everything we give our patients, members and customers is made possible by people who care deeply about improving lives. From transforming digital experiences to shaping the future of fitness and wellbeing, we empower our people to make a meaningful impact. Join us and help design experiences that truly put customers first.
  
  The opportunity to shape and influence major digital customer journeys at Nuffield Health.
• A collaborative, supportive environment where your expertise and ideas are valued.
• The chance to work on high-impact transformation programmes that improve experiences for customers and colleagues alike.
• Support to grow your skills in journey design, service design, and change delivery.
Helping you feel good. We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what's important to you. If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.