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Job ID Location Work Location
21032H Glasgow Dual Location - Home & Glasgow Office
Job Type Contract Type Hours Per Week
Professional Full-time 37.5
Shift Pattern Closing Date
Standard working week N/A

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Reporting into the Digital Journey Manager, the Digital Journey Specialist will be responsible to support a best in class digital experience by taking responsibility for having an in depth understanding of how our consumer customers interact and behave. This role is accountable for being the defacto expert on the Consumer Digital Journey across the business and will have an in-depth understanding of all aspects of the Consumer digital journey.

  • Be the advocate for standardised approach to consumer digital journey mapping and align with the CX team.
  • Communicate journey recommendations to influence a wide range of stakeholders, ensuring that evidence and insight is used to back up decisions.
  • Design all new Consumer Digital Journeys regardless of their organisation.
  • Maintain a repository of journeys which shows how our online estate works from the perspective of the customer and evaluate both the emotional and task-based response.
  • Continuously evaluates the digital channel for points of improvement, growth, or experience.
  • Is a key member of the digital emergency response team, proactively identifying potential points of failure that could results in loss of sales or experience.
  • Reports to the business on all aspects of the Consumer Digital Journey.
  • Work closely with the Customer Experience Design team to ensure consistency of application of journey across the digital estate.
  • Work closely with the business to identify the KPIs required to best assure the EBITDA objectives of the business.
  • Work with the care team in enhancing service design through digital techniques and technologies.
  • Develop an analytic approach, document tasks and manage timelines for new/existing business in support of projects.
  • Partner cross-functionally to translate business needs into new solutions for customers.
  • Teach others how to derive insights that are not obvious and build recommendations that have a solid business case for success.
  • Work with the Digital Journey Manager to develop and continuously improve the Digital Journey Strategy.

  • Demonstrated experience in customer experience and research.
  • Experience uncovering content for and then building customer journey maps, experience mapping, or process mapping.
  • Experience with cross channel experience (contact centre and digital).
  • Experience using qualitative research, experience as a practitioner or in working closely with this discipline.
  • Experience using data analysis and metrics to drive decisions.
  • Familiarity with the interplay of qualitative and quantitative findings.
  • Experience with Discovery research (market/industry, analytics, competitive, evaluative), Ideation, design thinking workshops.
  • Exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes.
  • Ability to demonstrate a drive for results within a pressurised environment to strict timelines.
  • Appreciation of the customer, their needs and how to meet them.
  • Strong Commercial Acumen.
  • Excellent decision making and prioritisation capabilities.

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Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.

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