Description
We are seeking a Lead CX Journey Owner to own several customer journey areas from start to finish and be the decision-maker for how they perform. You will lead work to improve journey effectiveness and customer satisfaction using human-centered design. You will work with project teams and senior leaders to ensure journey strategies support business goals.
Responsibilities:
- Analyze customer journeys end to end and lead journey mapping for complex journeys.
- Bring together customer feedback across journeys and turn insights into recommendations for senior leaders.
- Lead projects across journey areas, including cost-benefit analysis and managing stakeholders across teams.
- Track journey performance (KPIs, OKRs, rNPS, tNPS) and lead continuous improvement.
- Serve as a subject matter expert and coach less experienced team members.
Requirements:
- Bachelor's degree required.
- 7+ years of experience in customer experience management, journey mapping, and human-centered design.
- Fluent English required.
- Strong communication and presentation skills (including to senior leaders).
- Advanced analytical and business/P&L skills.
- Strong project management, and working knowledge of CRM, journey-mapping, analytics, and project management tools.
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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