Our partner is looking for a Senior Customer Journey Manager based in Spain.
We are looking for a Senior Customer Journey Manager to own and transform the end-to-end customer journey across a fast-growing global organization. In this highly autonomous role, you will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty. Define, own, and govern the end-to-end customer journey, including internal operational processes, procedures, and service journey mapping.
Identify opportunities to improve customer experiences across departments and collaborate with stakeholders to ensure consistent, high-quality outcomes.
Orchestrate journey-level improvements with a high degree of autonomy, coordinating with Customer Experience teams and other functions to implement changes efficiently.
Drive improvements in general customer contact rates by using AI, automation, and self-service solutions to optimize operational processes and customer interactions.
Identify opportunities to improve key customer experience metrics such as CSAT, CES,



and FCR through targeted journey and process improvements.
Lead the Voice of the Customer (VOC) feedback loop, bringing together customer feedback, operational data, and cross-functional insights to identify and resolve recurring issues.
Develop compelling data narratives, problem-sizing models, and business cases that help stakeholders understand customer challenges and support investment in solutions.
Mentor and coach colleagues, share knowledge, and help establish higher standards of performance as the customer journey function matures.
5-7+ years of professional experience in Customer Experience, Product Operations, Service Design, or a related field, ideally within a high-growth or scale-up environment.
Demonstrated experience defining end-to-end customer journeys, conducting rigorous service journey mapping, and owning processes and procedures from an operational perspective.
Stro

📌 (Senior) Customer Support Manager Remote (España)
🏢 Jobgether
📍 España