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 general 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 global 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.
- Strong strategic and analytical mindset, combined with a hands‑on approach and willingness to move between strategic planning and tactical execution.
- Exceptional stakeholder management and influencing skills, with the ability to align diverse teams around customer‑centric objectives without relying on formal authority.
- High data literacy, with the ability to interpret reports, connect multiple data sources, quantify problems, and build evidence‑based business cases.
- Demonstrated informal leadership experience, such as mentoring colleagues, leading strategic initiatives, influencing senior stakeholders, or taking ownership of increasingly complex responsibilities.
- 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.
- Fully remote, remote‑first working environment with flexibility designed to support healthy work‑life balance.

Full‑time working arrangement.

For candidates applying from outside Ireland or Portugal, the engagement may be structured as a B2B/self‑employed contract, subject to the applicable arrangement.

Mandatory onsite onboarding is required despite the fully remote nature of the role.

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR).

📌 Customer Service Senior Manager (España)
🏢 Jobgether
📍 España