Senior Customer Journey Architect

Jobgether SRL; Netherlands; Remote; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote

High autonomy

Global impact

AI exposure

Diverse teams

Competitive compensation

Job summary

Lever, Inc. in the Netherlands is seeking a Senior Customer Journey Manager to own and transform end-to-end customer journeys across a fast-growing global organization. You will apply customer insights, operational data, and automation to create effortless experiences and drive loyalty.

This role emphasizes Lean thinking, VOC leadership, and cross-functional influence to deliver scalable improvements. You will mentor colleagues, shape the journey function, and potentially build a high-performing

Qualifications

• 5–7+ years in CX, Product Ops, or Service Design in high-growth environments.
• Strong end-to-end journey definition and service mapping experience.
• Strategic, analytical, and hands-on; capable of leading tactical execution.
• Exceptional stakeholder management without formal authority.
• Lean coaching and structured problem-solving expertise.
• Experience using AI/automation to drive improvements.
• Voice of the Customer programs mastery and data-driven storytelling.
• High data literacy with multiple data-source integration.

Responsibilities

• Define and govern end-to-end customer journeys and related processes.
• Identify opportunities to improve experiences across departments.
• Coordinate journey-level improvements with cross-functional teams.
• Drive CSAT, CES, and FCR improvements via targeted changes.
• Lead VOC loops and translate feedback into actions.
• Develop data narratives and business cases for investments.
• Mentor colleagues and raise performance standards.

Skills

Customer Experience

Journey mapping

Stakeholder management

Lean methodologies

Data literacy

AI & automation

VOC programs

Problem solving

Cross-functional leadership

Mentorship

Education

Lean Six Sigma / PMP / COPC certifications

Tools

AI tools

Job description

Lever, Inc. in the Netherlands is seeking a Senior Customer Journey Manager to own and transform end-to-end customer journeys across a fast-growing global organization. You will apply customer insights, operational data, and automation to create effortless experiences and drive loyalty.

This role emphasizes Lean thinking, VOC leadership, and cross-functional influence to deliver scalable improvements. You will mentor colleagues, shape the journey function, and potentially build a high-performing