Senior Remote Customer Journey Lead - AI & Optimization

Lever, Inc.; Ireland; Remote; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote

Ownership over customer journey

Opportunity to influence millions ofp

Collaborative international teams

Job summary

Lever, Inc. is seeking a Senior Customer Journey Manager based in Ireland.

This highly autonomous role will own and transform the end-to-end customer journey across a fast-growing global organization, leveraging customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty. You will influence teams across functions, identify friction, size complex problems, and turn insights into scalable improvements.

Qualifications

• 5–7+ years in Customer Experience, Product Operations, Service Design, or related fields.
• Experience defining end-to-end journeys and owning processes from an operational perspective.
• Strategic and analytical mindset with hands-on execution ability.
• Strong stakeholder management and influencing skills without formal authority.
• Lean methodologies and structured problem-solving capability.
• Experience using AI and automation to improve operational efficiency.
• Voice of the Customer programs and translating feedback into improvements.

Responsibilities

• Define, own, and govern end-to-end customer journey and service journey mapping.
• Identify opportunities to improve experiences across departments with stakeholders.
• Orchestrate journey improvements with autonomy, coordinating with CX and other functions.
• Drive improvements in customer contact rates using AI, automation, and self-service solutions.
• Improve CSAT, CES, and FCR through targeted journey and process changes.
• Champion Lean continuous improvement to address waste and friction.
• Lead VOC feedback loops, merging customer data with cross-functional insights.
• Develop data narratives and business cases to justify investments.
• Influence and align teams around customer-centric priorities across the org.
• Mentor colleagues and raise performance standards as the function grows.

Skills

Customer Experience

Product Operations

Service Design

Lean methodologies

AI & automation

Voice of the Customer

Data literacy

Stakeholder management

Leadership

Communication

Job description

Lever, Inc. is seeking a Senior Customer Journey Manager based in Ireland.

This highly autonomous role will own and transform the end-to-end customer journey across a fast-growing global organization, leveraging customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty. You will influence teams across functions, identify friction, size complex problems, and turn insights into scalable improvements.