Senior Customer Journey Manager

New

JobgetherCustomer experience

Based in ItalyFull-TimeManager

Salary not disclosed

Apply NowOpens the employer's application page

Job Details

5–7+ years of professional experience in Customer Experience, Product Operations, Service Design, or a related field.
Experience defining end-to-end customer journeys, conducting service journey mapping, and owning operational processes and procedures.
A strategic and analytical mindset, with a hands-on approach to both planning and execution.
Stakeholder management and influencing skills to align teams without relying on formal authority.
Knowledge of Lean methodologies and structured problem-solving techniques, including root-cause analysis.
Experience using AI and automation to identify inefficiencies and develop scalable solutions.
Experience with Voice of the Customer programs and translating feedback into cross-functional improvements.
Data literacy, including interpreting reports, connecting data sources, quantifying problems, and building evidence-based business cases.
Informal leadership experience, such as mentoring colleagues, leading initiatives, or influencing senior stakeholders.
A professional certification such as Lean Six Sigma, PMP, COPC, or a comparable methodology is highly preferred.
Experience with COPC or other high-performance Customer Experience frameworks is a plus.
Experience in Travel, Travel Tech, Telecom, eSIM, or a related industry is a strong plus.

Define, own, and govern the end-to-end customer journey, including operational processes, procedures, and service journey mapping.
Identify customer experience opportunities across departments and work with stakeholders to deliver consistent outcomes.
Coordinate journey-level improvements with Customer Experience teams and other functions.
Use AI, automation, and self-service solutions to improve customer contact rates, processes, and interactions.
Improve customer experience metrics such as CSAT, CES, and FCR through journey and process changes.
Apply Lean continuous improvement to identify operational waste, friction, and root causes.
Lead the Voice of the Customer feedback loop, combining feedback, operational data, and cross-functional insights.
Develop data narratives, problem-sizing models, and business cases to support solutions.
Align teams around customer-centric priorities and help ensure improvements are adopted and sustained.
Mentor and coach colleagues and share knowledge as the customer journey function develops.

View Full Description & ApplyYou'll be redirected to the employer's site