Senior Membership Experience Architect

Lego Group; København; Hybrid; Confidential; Full time

Benefits offered by this job

Family Care Leave

Life and disability insurance

Wellbeing resources

Colleague discount

Bonus scheme

Hybrid work model

Job summary

LEGO Group in Copenhagen seeks a Senior Specialist, Membership Journey & Channel Excellence to lead member-centric journeys for LEGO Insiders across channels. You will unify insights, personas and segmentation to shape end-to-end journeys, ensuring alignment with CRM, product and technology teams.

You will collaborate cross-functionally to translate strategic direction into clear journey designs and recommendations, supporting lifecycle phases and joined-up experiences across acquisition,

Qualifications

• Experience with consumer or customer journeys and omnichannel experiences.
• Hands-on experience mapping end-to-end journeys and identifying pain points.
• Understanding of omnichannel interactions across digital and physical touchpoints.
• Experience using insights, personas or segmentation to inform design.
• Strong analytical and structured problem-solving abilities.
• Collaboration across marketing, CRM, product and technology.
• Proactive, solution-oriented; capable of working independently in cross-functional teams.

Responsibilities

• Develop and maintain end-to-end LEGO Insiders journey maps.
• Support journey and channel framework development and application.
• Apply lifecycle phases across acquisition, onboarding, and retention.
• Analyse channels and touchpoints to improve seamless experiences.
• Apply LEGO Insiders personas and segments to journey design.
• Collaborate with CRM, channels, and cross-functional partners.
• Document insights and recommendations for alignment across teams.

Skills

Journey mapping

Omnichannel experience

Customer insights

Analytical skills

Cross-functional collaboration

Stakeholder communication

Independent ownership

Job description

LEGO Group in Copenhagen seeks a Senior Specialist, Membership Journey & Channel Excellence to lead member-centric journeys for LEGO Insiders across channels. You will unify insights, personas and segmentation to shape end-to-end journeys, ensuring alignment with CRM, product and technology teams.

You will collaborate cross-functionally to translate strategic direction into clear journey designs and recommendations, supporting lifecycle phases and joined-up experiences across acquisition,