Senior Customer Journey Architect — Remote & Global Impact

Jobgether SRL; Schweiz; Remote; CHF 140,000 - 190,000; Full time

Benefits offered by this job

Fully remote

Autonomy in role

Opportunity to influence millions of全球

Job summary

Lever, Inc. is seeking a Senior Customer Journey Manager to own and transform the end-to-end customer journey across a fast-growing global organization. You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty.

You will identify friction points, size complex problems, and turn insights into scalable improvements across customer-facing and internal processes, mentoring others and possibly building a team over time.

Qualifications

• 5–7+ years in Customer Experience, Product Operations, or related field.
• Experience defining end-to-end customer journeys and mapping processes.
• Strong stakeholder management and influence without formal authority.
• Lean methodologies and problem-solving to address root causes.
• Proven use of AI/automation to improve operations and customer interactions.
• Voice of the Customer programs experience and translating feedback into actions.
• Data literacy to interpret reports and build evidence-based business cases.
• Informal leadership experience mentoring others and leading initiatives.

Responsibilities

• Define and govern the end-to-end customer journey across functions.
• Identify opportunities to improve customer experiences across departments.
• Orchestrate journey-level improvements with autonomy.
• Drive improvements using AI, automation, and self-service solutions.
• Improve CSAT, CES, and FCR through journey and process improvements.
• Promote Lean continuous improvement and reduce operational waste.
• Lead VOC feedback loop with cross-functional insights.
• Develop data narratives and business cases for stakeholders.
• Influence and align teams around customer-centric priorities.
• Mentor colleagues and raise performance standards as the function grows.

Skills

Customer experience

Stakeholder management

Lean methodologies

Voice of the Customer

Data literacy

Mentoring/leadership

Strategic thinking

AI & automation awareness

Education

Lean Six Sigma

PMP

Tools

COPC

Job description

Lever, Inc. is seeking a Senior Customer Journey Manager to own and transform the end-to-end customer journey across a fast-growing global organization. You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty.

You will identify friction points, size complex problems, and turn insights into scalable improvements across customer-facing and internal processes, mentoring others and possibly building a team over time.