Director, AI-Driven Customer Journey

Optimizely; Greater London; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading SaaS company is seeking a Director, Customer Journey to design and execute personalized, scalable customer experiences. This role involves owning the end-to-end customer journey, leveraging AI and automation to enhance customer engagement. Candidates should have over 8 years of experience in Customer Success or Lifecycle Marketing, with a proven ability to lead cross-functional teams and achieve measurable business outcomes. This position requires strong communication skills and a data-driven mindset.

Qualifications

• 8+ years of experience in Customer Success or Customer Experience roles within SaaS.
• Proven track record of designing customer journeys at scale.
• Strong background in digital engagement and lifecycle automation.

Responsibilities

• Define and implement the Customer Journey strategy across all customer segments.
• Design and execute personalized engagement programs.
• Leverage AI and automation to drive customer engagement.

Skills

Customer Success

Lifecycle Marketing

Trigger-based campaigns

Digital engagement

Data-driven mindset

Exceptional communication

Education

Bachelor's Degree (or equivalent experience)

Job description

A leading SaaS company is seeking a Director, Customer Journey to design and execute personalized, scalable customer experiences. This role involves owning the end-to-end customer journey, leveraging AI and automation to enhance customer engagement. Candidates should have over 8 years of experience in Customer Success or Lifecycle Marketing, with a proven ability to lead cross-functional teams and achieve measurable business outcomes. This position requires strong communication skills and a data-driven mindset.