Head Office
Journey Design Manager
Journey Design Manager
Barbican, London | Hybrid Working | Fixed-Term Contract till end of 2026 | Full-Time
Competitive salary available, depending on experience
37.5 hours per week
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.
It starts with you.
The Role
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.
What You’ll Bring
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.
What We’ll Provide
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.
Apply today… It starts with you.
Rewards & Benefits
Helping you be and feel your best.
Annual Leave
25 days + Bank Holidays, increasing to 27 days after 5 years and to 30 days after 10 years of service.
Nuffield Health Healthcare Plan
Membership is free for employees and you can add partner and dependants at your own cost.
*eligibility criteria applies.
Financial Wellbeing
A range of employee benefits through a Financial Wellbeing provider – including affordable loans repaid through salary, access to your pay when you need it, simple savings, a government Help to Save scheme and money insights.
Cycle to Work Scheme
Save money, get fit and reduce your carbon footprint by taking advantage of this tax-efficient scheme to get a new bike.
Gym Membership
Free membership to any Nuffield Health gym, plus discounted memberships for family members.
Online GP
Discounted access to secure video and telephone GP consultations and a suite of healthcare management tools, provided by digital healthcare company Doctor Care Anywhere.
THE NUFFIELD HEALTH ACADEMY
Leading at every level
We have various Leadership & Talent programmes aimed at developing our future leaders, from discovering leadership through to established and senior leadership programmes. Wherever you are in your career, we’ll provide the support if you have the drive and ambition to become one of our leaders.
THE NUFFIELD HEALTH ACADEMY
Apprenticeships
We’re committed to nurturing the talent of the future. That’s why we support people on Apprenticeships in all areas of our organisation, regardless of age or skill level. With 50+ available programmes, you’ll start your career with us as part of a close-knit, welcoming team.
The Nuffield Health Academy
Managing futures
To complement our Leadership & Talent programmes, we also have a number of management modules. Our online Nuffield Health Academy provides you with the skills to be a successful manager with Nuffield Health, through modules including HR, influencing and recruitment.
Relevant Stories
Sharing memorable experiences.
Having my efforts recognised
Meet Taylor Yost, Contact Centre Team Leader at our Epsom Support Centre.
More than a company
Meet Jodie Howes, Multi-Site General Manager at Croydon Central & Croydon Purley Way Fitness & Wellbeing Centres. Jodie joined us 13 years ago and shares her highlights and career progression.
Achieving aspirations
Meet Martin McGrath, Multi-Site Customer Experience Manager for Wandsworth & Wandsworth Southside Fitness & Wellbeing Centre. Martin joined us in 2011 and shares his story with us so far.
Making a difference
Meet Rebecca Killington, Multi-Site Customer Experience Manager at Romford and Chigwell Fitness & Wellbeing Centres.
Working together
Meet Cathy Bodie. Originally from the US, Cathy became a registered nurse in 1984 and now holds the role of Health & Safety and Facilities Coordinator at our Guildford Hospital. Follow her journey with us.
Pursuing a career in HR
Meet Jack Thomson, Senior People Administrator at our Epsom Head Office. Jack tells about his career progression since joining us 16 months ago.
Learning something new every day
Meet Neethu Sukumaran, People Services Administrator at our Epsom Head Office. Neethu shares the highlights of her journey from joining as a candidate coordinator in 2021 to present.
Thinking outside the box
Meet Philly Croucher, People Service Team Leader at our Epsom Support Centre. Philly shares her journey with us so far.
A great opportunity
Meet Chloe Weir, People Services Administrator at our Epsom Support Centre. Chloe joined us 2 years ago in the remote services team, responding to queries, then moved over to the People Services team where she’ll be progressing to a senior role next month! Follow her journey with us so far.
Pride 2024: Hope's Story
To kick off our Pride Month celebrations, we spoke to Hope Reeves (she/her), Resource Planning Analyst. Hope shares what pride month means to her, the importance of showing support and bringing her whole self to work.
A Day in the life of a Patient Service Administrator
Meet Eilish Mccreadie, Patient Service Administrator at Nuffield Health Glasgow Hospital. We asked Ellish what a typical day looks like, and what the favourite parts of her role are.
International Women's Day 2024
In our series of International Women's Day stories, we spoke to Nicole Swaby, Head of Learning Excellence. spoke to Jodie Howes – Multi-site General Manager, Olivia Tyler – National Fitness Assurance Lead and Nicole Swaby Head of Learning Excellence in NH’s Learning Foundation.
Hints & Tips
Help with your application.
Once you’ve found the right role for you, you can apply online. All you need to do at this stage is submit your CV, a covering email, and a few personal details.
Our recruitment team screens all of the applications we receive. So, if they see that you’ve got the right sort of skills and experience needed for the role, your details will be passed on to the relevant hiring manager. Then, if you fit all the criteria at this stage, you’ll be invited to take part in a video, telephone or face-to-face interview.
CV
Think about the skills and qualities asked for in the job description and show how you’ve applied those same skills and qualities in other roles. Focus on the things that will make us want to see more of you.
Covering email
Your CV will contain details about why you’d be a good fit for the role, but it’s well worth adding a short, snappy paragraph pulling out the two or three most compelling reasons as to why you’d be perfect for the job in your covering email..
Video interview
The video interview lasts 15-20 minutes if you get to this stage. On the day, look the part, be aware of your surroundings and practice your answers to feel prepared. Most of all, relax and be yourself.
DBS Checks
Some of our roles require a DBS check and they are processed through the Disclosure and Barring Service (DBS) as part of the recruitment process. These checks are to assist employers in making safer recruitment decisions. However, a check is just one part of robust recruitment practice.
Documents
You could be asked to provide proof of vaccinations as part of our Occupational Health pre-employment screening. We know it can be time consuming to get this information if you don’t already have it to hand, so we encourage you to start preparing this information to avoid any delays to the onboarding process.
Your current studies
If you are currently undertaking any strudies, education or apprenticeships, its worth noting there are some training provider we're not partnered with, and therefore potentially unable to support your continued learning. Ensure you share this at interview and for queries contact psc@nuffieldhealth.com
Feedback on applications
Due to the volume of applications we receive we are unable to provide individual feedback from an inital application.