Remote Senior Customer Journey Leader — AI-Driven Experience

Jobgether SRL; United Kingdom; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote

Ownership over journey

Global impact

Autonomy

Onboarding onsite

Competitive compensation

Job summary

Jobgether is assisting a partner in recruiting a Senior Customer Journey Manager to own end-to-end customer journey across a fast-growing global organisation. The role is highly autonomous, leveraging customer insights, AI, and automation to create seamless experiences and drive loyalty.

You will define journeys, identify friction, apply Lean continuous improvement, mentor colleagues, and lead cross-functional change. Remote-first with onboarding onsite.

Qualifications

• 5–7+ years in Customer Experience, Product Operations or related field.
• Experience defining end-to-end journeys and operating processes.
• Strong strategic, analytical, and hands-on approach.
• Excellent stakeholder management without formal authority.
• Lean and problem-solving capabilities; AI/automation experience a plus.
• Voice of the Customer programs experience; data-driven mindset.
• Leadership or mentoring exposure; cross-functional influence.

Responsibilities

• Define, own, and govern end-to-end customer journey and internal processes.
• Identify opportunities to improve experiences across departments.
• Coordinate with CX and other functions to implement changes.
• Drive improvements via AI, automation, and self-service.
• Improve CSAT, CES, and FCR through journey optimization.
• Champion Lean continuous improvement and reduce operational waste.
• Lead VOC feedback loop with cross-functional insights.
• Develop data narratives and business cases for investment.
• Align teams to customer-centric priorities and sustain improvements.
• Mentor colleagues and raise performance standards as the function grows.

Skills

Stakeholder management

Lean methodologies

AI & automation

VOC programs

Data literacy

Leadership experience

Communication skills

Job description

Jobgether is assisting a partner in recruiting a Senior Customer Journey Manager to own end-to-end customer journey across a fast-growing global organisation. The role is highly autonomous, leveraging customer insights, AI, and automation to create seamless experiences and drive loyalty.

You will define journeys, identify friction, apply Lean continuous improvement, mentor colleagues, and lead cross-functional change. Remote-first with onboarding onsite.