About the role
Marketing Operations; Strategic Planning & Product Development: Marketing Operations; Strategic Planning & Product Development; Brand & Advertising; Internal Communications; External Communications; Customer Experience Design; Research; Product Development; Solution Development; Pricing; Vision/ Strategic Planning; Strategic Forecasting & Analysis; Customer Analytics
Position Summary
As a Customer Experience Journey Lead, you will lead and orchestrate one or more strategic end-to-end customer journeys across Europe. Partnering with business leaders, functional SMEs, service designers, UX researchers and data analysts, you will translate customer insights into measurable improvements that improve satisfaction, loyalty and business outcomes.
Key activities
Defines and evangelizes the customer journey vision, future-state experience and outcome-based success metrics
Leads a cross-functional journey team, aligning stakeholders around customer outcomes and business priorities through influence, collaboration and shared accountability
Owns and prioritizes the journey opportunity funnel, using customer insights and data to focus investment where it matters most and engaging the wider organization to turn it into action
Maintains and communicates a journey roadmap, ensuring initiatives remain aligned to outcomes and strategic objectives
Monitors journey health, performance and customer feedback, initiating corrective actions and escalating risks when required
Desired skills & competencies
The ideal candidate will demonstrate:
Deep customer-centricity and a passion for understanding customer needs
Ability to influence without authority and drive complex change in large, matrixed organizations
Strong program or portfolio management expertise, balancing strategic thinking with disciplined execution
Experience leading cross-functional programs and engaging senior leaders to secure alignment and decisions
Strong analytical skills and the ability to use data and customer insights to identify opportunities and measure impact
Excellent verbal, written and storytelling skills, with the ability to communicate clearly across all organizational levels
#LI-Hybrid
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