Customer Journey Owner

Customer Journey Owner Job Description

About Jaja
Jaja is a consumer finance business, launching its first product, a digital credit card, in 2018. Since
then it has grown rapidly, completed the acquisition of a multi-£000m credit card portfolio and
launched a significant partnership with the UK supermarket giant Asda. With backing from several
major Private Equity funds, Jaja has an ambitious growth strategy that includes providing consumer
finance in partnership with leading consumer brands, with a number of partnerships secured
alongside an exciting pipeline of opportunities.

Jaja is on a mission to redefine the consumer finance experience and liberate customers from
needless complexity, wasted time, and frustration. Or as we say it, Make Simple. We will delight our
customers – making the customer experience simpler, more enjoyable, more intelligent – treating
customers fairly and giving them more control of their money.

Role details
The successful candidate will own the design and delivery of servicing journeys and customer
experience of Jaja’s growing customer base. You will define ambitious and innovative service
strategies aligned to Jaja’s mission to be the UK’s leading digital lender. You will leverage our
tech estate including, cutting edge, generative AI capabilities to put customers first whilst
enabling efficient and streamlined servicing. You will collaborate closely with various teams
across the organization to shape best in class multi-channel customer experiences and bring
them to life, at pace. If you're passionate about pushing boundaries and delivering exceptional
user experiences, this role is for you.

Responsibilities

Customer Journey Design
o Design best in class servicing journeys that customers love
o Understand and document current state multi-channel journeys to highlight
areas of improvement and plot the roadmap to target state
o Design end to end experiences optimising inputs, outputs and hand offs
between channels to create seamless omni-channel customer experiences
o Leverage our Gen AI capabilities to maximise service quality and efficiency

Customer Journey Ownership
o Own the customer journey, taking responsibility for end to end performance
o Demonstrate strength of vision to dictate what great looks like
o Advocate passionately and influence others to drive the vision through to reality
o Conduct external research and industry benchmarking to define best in class
o Be the voice of the customer, conducting customer insights research and
analysis to bring the customer to the centre of decision making & design
Analysis & Reporting
o Align effort to value by analysing and understanding the topics and themes that
drive customer needs
o Produce MI and reports showing where the next greatest opportunities lie within
different: brands / customer groups / topics
o Own and report on the operational impact of improvements in terms of
efficiencies and impact to operational performance / capacity
Iterative Experimentation:
o Plan, execute, and analyse A/B tests and other experimentation methodologies
to test hypotheses and prove concepts
o Explore novel approaches to improve customer journey flow

Cross-Functional Collaboration:
o Work closely with product management, operations and digital design teams to
co-ordinate and shape the north star and roadmap of improvements.
Continual Optimization Process:
o Define and establish a systematic process for continual optimization of
customer experiences
o Lead the execution of optimization initiatives, driving measurable improvements
in key performance metrics

You could be a good fit if you:
• Are obsessed with designing and bringing great customer experiences to life
• Like working as part of an ambitious and fast-moving network
• Have a clear vision and a strong will to fight for your ideas
• Have domain knowledge in the consumer lending and/or banking industry
• Lean Six Sigma or Design Thinking experience or qualifications
• Excellent problem-solving skills and attention to detail, with a passion for delivering
high-quality products.
• Have a keen interest in AI and practical applications of large language models
• Strong communication and collaboration skills, with the ability to work effectively in
cross-functional teams.

Join Our Team: If you're excited about the opportunity to shape the future of AI-powered
customer interactions and drive meaningful impact, we'd love to hear from you. Apply now to
join our dynamic team and help take Airi to the next level!