Customer Journey Owner

Main mission

Continuously improve customer journeys by leading a multidisciplinary team.

Key responsibilities

• Own the end-to-end customer journey integrating all touchpoints and operational processes
• Lead a multidisciplinary team focused on customer journey analysis and service optimization
• Integrate customer insights and service design into journey improvements
• Monitor journey health, reducing friction points and enhancing customer satisfaction
• Translate customer insights into prioritized improvement opportunities

Key skills

• Degree in business, marketing, or quantitative field
• Certifications in customer experience or service design
• Experience in customer journey management or digital transformation
• Leadership experience in multidisciplinary teams
• Ability to analyze behavioral and operational data