Senior Customer Journey Manager

📋 Description

• Define, own, and govern the end-to-end customer journey, including internal operational processes
• Identify opportunities to improve customer experiences across departments and collaborate with
• Orchestrate journey-level improvements with a high degree of autonomy, coordinating with Customer
• Drive improvements in global customer contact rates by using AI, automation, and self-service
• Identify opportunities to improve key customer experience metrics such as CSAT, CES, and FCR
• Champion a Lean continuous improvement mindset, identifying operational waste, systemic friction

🎯 Requirements

• 5–7+ years of professional experience in Customer Experience, Product Operations, Service Design
• Demonstrated experience defining end-to-end customer journeys, conducting rigorous service journey
• Strong strategic and analytical mindset, combined with a hands-on approach and willingness to move
• Exceptional stakeholder management and influencing skills, with the ability to align diverse teams
• Strong knowledge of Lean methodologies and structured problem-solving techniques, with the ability
• Proven experience using AI and automation to identify operational inefficiencies and develop

🎁 Benefits

• Fully remote, remote-first working environment with flexibility designed to support healthy
• High degree of ownership and autonomy over the end-to-end customer journey.
• Opportunity to directly influence the experience of millions of customers worldwide.
• High-impact position within a rapidly scaling international organization.
• Opportunity to shape and mature the customer journey function and potentially build and lead a team
• Exposure to innovative applications of AI, automation, customer insights, and operational