Senior Customer Journey Leader (Remote)

Lever, Inc.; France; À distance; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Fully remote

High ownership & autonomy

Opportunity to build a team

International collaboration

Competitive compensation

Résumé du poste

Lever, Inc. is seeking a Senior Customer Journey Manager based in France to own the end-to-end customer journey across a fast-growing global organization. The role combines customer insights, AI, and Lean to create effortless experiences, reduce friction, and foster loyalty.

You will collaborate across departments, influence without authority, and mentor others as the journey function matures. The successful candidate will lead cross-functional improvements, champion data-driven decisions, and

Qualifications

• 5–7+ years in Customer Experience, Product Operations, Service Design, or related field.
• Experience defining end-to-end journeys and journey mapping.
• Strong strategic and analytical mindset with hands-on execution.
• Exceptional stakeholder management without formal authority.
• Lean methodologies and structured problem solving knowledge.
• Experience using AI/automation to improve operations.
• Voice of the Customer programs expertise.
• High data literacy for interpreting reports and building business cases.

Responsabilités

• Define and govern end-to-end customer journeys and related internal processes.
• Identify opportunities to improve customer experiences across departments.
• Lead journey-level improvements with cross-functional teams.
• Drive AI/automation to reduce contact rates and optimize processes.
• Improve CSAT, CES, and FCR through targeted improvements.
• Champion Lean continuous improvement and reduce operational waste.
• Lead VOC feedback loops with data-driven insights.
• Develop data narratives and business cases to support investments.
• Mentor colleagues and mature the customer journey function.

Connaissances

Customer experience

Operations

Data literacy

Lean methodologies

Stakeholder management

Automation/AI

VOC programs

Cross-functional leadership

Formation

Bachelor-level degree or higher

Outils

BI tools

CRM systems

Description du poste

Lever, Inc. is seeking a Senior Customer Journey Manager based in France to own the end-to-end customer journey across a fast-growing global organization. The role combines customer insights, AI, and Lean to create effortless experiences, reduce friction, and foster loyalty.

You will collaborate across departments, influence without authority, and mentor others as the journey function matures. The successful candidate will lead cross-functional improvements, champion data-driven decisions, and