Customer Insights and Journeys Lead
New Yesterday
Customer Insights and Journeys Lead
Application Deadline: 21 July 2025
Department: Customer Insights and Journeys
Employment Type: Permanent - Full Time
Location: London or another Dogs Trust site
Compensation: £52,000 per year + benefits
Description
Are you a strategic, data-driven marketer who’s passionate about improving customer experiences?
Dogs Trust is looking for an Customer Insights and Journeys Lead to head up a team focused on understanding our audiences and optimising their journeys across every touchpoint. You’ll use insight to shape campaigns, guide fundraising efforts, and help deliver our mission of giving every dog the life they deserve.
What does this role do?
As Customer Insights and Journeys Lead you will:
- Lead and develop a high-performing team, setting a clear vision for customer insight and journey optimisation across Dogs Trust.
- Oversee audience research and data analysis, turning insights into actionable strategies that enhance marketing and fundraising effectiveness.
- Champion a data-driven, customer-first culture by embedding insight into decision-making and improving experiences across all touchpoints.
- Map and optimise key customer journeys, identifying opportunities to reduce friction, improve engagement, and drive meaningful outcomes.
- Collaborate cross-functionally, set KPIs, and regularly report on the impact of insights and journey initiatives to senior stakeholders.
Could this be you?
With extensive experience leading and developing high-performing market research and customer journey teams, with a focus on data and insights, you will have a proven track record of developing and implementing successful audience segmentation and customer journey strategies. You will also have a deep understanding of quantitative and qualitative research methodologies. You will be an exceptional communicator with strong stakeholder management skills and an ability to translate complex data into clear, actionable insights.
What do we do?
The Customer Insights and Journey team sits within Marketing and Communications under Marketing Strategy and Planning. Working alongside strategic communications experts within Marketing Strategy and Planning, the Customer Insights team is responsible for developing a deep understanding of Dogs Trust's audiences through research and data analysis to inform the development and implementation of our external communications and customer journey planning.
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- Location:
- London, England, United Kingdom
- Salary:
- £100,000 - £125,000
- Job Type:
- FullTime
- Category:
- Management & Operations