Senior Membership Journeys & Channel Excellence Lead

1001 LEGO System A/S; København; Hybrid; DKK 900,000 - 1,300,000; Full time

Benefits offered by this job

Family Care Leave

Life and disability insurance

Wellbeing resources

Colleague discount

Bonus scheme

Job summary

LEGO Group is seeking a Senior Specialist, Membership Journey & Channel Excellence to lead end-to-end LEGO Insiders journeys. You will translate member needs into actionable journey designs across channels, collaborating with CRM, product and technology teams to drive a seamless, personalised experience.

You will shape the LEGO Insiders framework, apply lifecycle phases, and provide documentation and recommendations to align membership and partner teams.

Qualifications

• Experience working with consumer or customer journeys, omnichannel experiences, membership, loyalty or related consumer experience areas, ideally within a complex consumer-facing organisation.
• Hands-on experience developing and mapping end-to-end consumer or customer journeys, identifying needs, pain points and opportunities for improvement.
• Understanding of omnichannel experiences and how digital and physical channels and touchpoints work together across a consumer journey.
• Experience using consumer insights, feedback, satisfaction data, personas and/or segmentation to inform experience and journey design.
• Strong analytical and structured problem-solving skills, with the ability to translate complex inputs into clear recommendations and practical actions.
• Strong collaboration and communication skills, with experience working across functions such as marketing, CRM, product and technology.
• Proactive and solution-oriented, comfortable owning work independently while contributing effectively within cross-functional teams.

Responsibilities

• Develop and maintain end-to-end LEGO® Insiders journey maps across prioritised membership journeys, translating member needs and insights into opportunities to improve the experience.
• Support the development and application of the LEGO® Insiders journey and channel excellence framework, translating strategic direction into clear journey designs, requirements and recommendations.
• Apply membership lifecycle phases across acquisition, onboarding and retention, ensuring journeys and touchpoints connect to a consistent end-to-end member experience.
• Analyse the role and performance of channels and touchpoints across member journeys and develop recommendations for how they can work together to create more seamless and rewarding experiences.
• Apply LEGO® Insiders personas and strategic segments to journey design and channel recommendations, ensuring different member needs are reflected in the experience.
• Collaborate with CRM lifecycle & personalisation, channel, digital product and other cross-functional partners to support the development and activation of joined-up membership journeys.
• Develop clear journey documentation, insights and recommendations to enable alignment and decision-making across membership and partner teams.

Job description

LEGO Group is seeking a Senior Specialist, Membership Journey & Channel Excellence to lead end-to-end LEGO Insiders journeys. You will translate member needs into actionable journey designs across channels, collaborating with CRM, product and technology teams to drive a seamless, personalised experience.

You will shape the LEGO Insiders framework, apply lifecycle phases, and provide documentation and recommendations to align membership and partner teams.