Insurance Industry Hybrid (1-3 time travel required per month) This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development. Customer Journey Mapping Lead end-to-end customer journey mapping across retail segments Identify friction points, risks and improvement opportunities Maintain clear current and future-state journey views Insight and Improvement Analyse customer data, complaints, service performance and MI Translate insight into practical CX improvement actions Track impact of improvements using agreed measures Change and Project Integration Embed customer experience into project design and delivery Assess impact of change on customer journeys Support prioritisation based on customer impact Collaboration and Governance Work closely with proposition, operations and data teams Support compliance with Consumer Duty expectations Contribute to governance forums relating to customer outcomes Candidate Requirements Essential: Experience in customer experience, journey mapping, CX/UX or service design Strong understanding of customer journeys within insurance or financial services Ability to run workshops and translate insight into actionable improvements Strong stakeholder management and influencing skills Experience working with