Senior Customer Journey Architect (AI & Automation)

Jobgether SRL; Schweiz; Remote; CHF 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote

Job summary

Jobgether SRL is seeking a Senior Customer Journey Manager based in Switzerland to own and transform the end-to-end customer journey for a fast-growing global organization.

You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty, identify friction, and scale improvements across customer-facing and internal processes.

Qualifications

• 5–7+ years in Customer Experience, Product Operations, or Service Design in high-growth environments.
• Experience defining end-to-end customer journeys and owning processes.
• Strong strategic and analytical mindset with hands-on execution.
• Excellent stakeholder management and influence without formal authority.
• Lean thinking and structured problem solving to address root causes.
• Experience using AI and automation to improve operations.
• Proven Voice of the Customer programs and data-driven decision making.
• Ability to quantify problems, build business cases, and communicate insights.

Responsibilities

• Define, own, and govern end-to-end customer journey and internal processes.
• Identify opportunities to improve customer experiences across departments.
• Coordinate with Customer Experience and other functions to implement changes.
• Drive improvements using AI, automation, and self-service solutions.
• Improve key CX metrics (CSAT, CES, FCR) through journey improvements.
• Lead VOC feedback, using data to inform priorities and investments.
• Develop data narratives and business cases for stakeholders.
• Mentor colleagues and raise performance standards as the function grows.

Skills

Customer Experience

Product Operations

Service Design

Stakeholder management

Lean methodologies

Data literacy

AI and automation

VOC programs

Leadership

Communication

Education

Lean Six Sigma

PMP or COPC certification

Job description

Jobgether SRL is seeking a Senior Customer Journey Manager based in Switzerland to own and transform the end-to-end customer journey for a fast-growing global organization.

You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty, identify friction, and scale improvements across customer-facing and internal processes.