Digital Journey Specialist - Customer Support

Digital Journey Specialist - Customer Support

At Frasers Group we're rethinking retail. Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME. Frasers Group Financial Services is the next chapter of elevation for the Frasers Group. We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. Why join us? Our purpose – we are elevating the lives of the many with access to the world's best brands and experiences Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles: Think without limits - Think fast, think fearlessly, and take the team with you Own it and back yourself - Own the basics, own your role and own the results Be relevant - Relevant to our people, our partners and the planet?

Job Description

The Digital Journey Specialist is responsible for owning and driving the Frasers Plus digital journey delivery for post-sale customer support. This role is key to optimising the Frasers Plus customer support experience through effective digital service design, stakeholder coordination, and digital operational readiness.

Working as a key link between the Contact Centre, Digital Product, Change, and wider Commercial teams, the role ensures that operational teams are equipped to deliver seamless, efficient, and consistent service to our Frasers Plus customers. You'll support the development of core digital customer support journeys, align with customer-facing processes and service readiness plans, and help drive digital service solutions in line with our commercial goals.

You'll be responsible for:

• Own the development and optimisation of the Frasers Plus digital customer support journey and content – including journeys for customer queries, vulnerable customer support and disclosure, customer complaints, arrears to default journey, account closure, refunds and disputes across mobile app and web servicing.
• Manage stakeholder coordination and ensure digital and operational readiness across all affected functions.
• Deliver and review post-sale outbound communications and FAQ content to ensure alignment with digital customer support content and journeys.
• Utilise customer and digital insight to drive customer experience improvements and establish measurement frameworks to track progress.
• Lead accessibility improvements relating to customer support and oversee user testing of key journey changes to ensure inclusivity and usability.
• Act as digital lead for specific customer support projects to support strategic initiatives and operational excellence.

Qualifications

Who are we looking for?

• Experience working in a regulated environment, ideally within financial services or digital product-led support roles
• Demonstrated ability to lead or contribute to digital customer journey design, including support journeys and digital communication strategies
• Strong stakeholder management skills across digital, operational, and commercial teams
• A customer-centric mindset with a passion for optimising user experience through insight and iterative improvements
• Familiarity with accessibility standards and inclusive design principles
• Analytical and pragmatic with a structured approach to problem-solving
• Excellent communication, writing and collaboration skills
• Strong Microsoft Office (Word, Excel, PowerPoint) skills
• Self-starter, proactive, and thrives in a fast-paced, agile environment
• Commitment to continuous self-learning and development

Additional Information

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references. Along with your benefits package we also offer a wide range of perks for our colleagues: Reward, Recognition and Opportunities Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant. Frasers Festival – an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more. CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our "CEO Sessions" ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business. Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work. Employee Welfare Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free. Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.