Senior Customer Journey Manager

This is a fully remote position, open to applicants in Ireland, +2 more states.

📋 Description

• Define and take responsibility for the complete Customer Journey, encompassing internal operational processes.

• Recognize opportunities for enhancement across various departments and work collaboratively to unify teams around an exceptional customer experience.

• Coordinate journey-level modifications independently across internal CX teams and external departments.

• Propel the global Contact Rate KPI by utilizing AI and automation to refine operational processes and enhance customer-facing self-service solutions.

• Enhance CSAT, CES, and FCR through the optimization of customer journeys.

• Advocate for Lean continuous improvement while eliminating operational inefficiencies.

• Lead the Voice of the Customer feedback loop, transforming customer challenges into actionable insights.

• Develop problem-sizing models and business cases to impact decision-making and gain stakeholder support.

• Offer leadership, mentorship, and coaching as the function evolves.

• Build and manage a high-performing team in the future as the function progresses.

⛳️ Requirements

• 5–7+ years of experience in Customer Experience, Product Operations, or Service Design.

• Experience in high-growth or scale-up settings.

• Capability to operate effectively at both strategic and tactical execution levels.

• Demonstrated experience in defining end-to-end journeys and thorough service journey mapping.

• Experience overseeing end-to-end processes and procedures to ensure operational consistency.

• Outstanding stakeholder management skills with a proven ability to influence diverse teams.

• Strong knowledge of Lean methodologies and structured problem-solving techniques.

• Proficient in utilizing AI and automation tools to detect inefficiencies and implement scalable customer-facing solutions.

• Expertise in managing Voice of the Customer programs.

• Ability to interpret customer feedback and friction points into actionable cross-functional insights.

• Strong data literacy, including the ability to analyze reports, connect data points, quantify issues, and justify solutions.

• Proven history of expanding scope or informal leadership, such as mentoring, leading initiatives, or managing upwards.

• Experience in enhancing team standards and mentoring peers in high-growth, fast-paced settings.

• Relevant professional certification in methodologies such as Lean Six Sigma, PMP, or COPC is highly preferred.

• Familiarity with COPC or similar high-performance CX frameworks is an advantage.

• In-depth understanding of AI and automation throughout the customer lifecycle is a bonus.

• Experience in eSIM, Telecom, or Travel sectors is a bonus.

🏝️ Benefits

• Remote-first culture with complete flexibility to promote a healthy work-life balance.

• Genuine ownership and autonomy to influence the global experience of millions of travelers.

• A high-impact role within a rapidly expanding global leader.