Remote Senior Customer Journey Architect

Jobgether SRL; Portugal; Remote; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote

Autonomy over the journey

Opportunity to influence millions of r

High-impact role in scaling org

AI and automation exposure

Diverse, international teams

Job summary

Lever, Inc. is seeking a Senior Customer Journey Manager based in Portugal to own and transform the end-to-end customer journey across a fast-growing global organization.

You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty and drive measurable improvements. You will identify friction points, size complex problems, and translate insights into scalable changes across customer-facing and internal processes, mentoring

Qualifications

• 5–7+ years in Customer Experience, Product Operations, Service Design, or similar.
• Proven experience defining end-to-end journeys and mapping.
• Strong strategic and analytical mindset with hands-on execution.

Responsibilities

• Define and govern the end-to-end customer journey, including internal processes and service journey mapping.
• Identify opportunities to improve experiences across departments with stakeholders.
• Orchestrate journey improvements with autonomy and cross-functional coordination.
• Drive improvements in customer contact rates using AI, automation and self-service solutions.
• Identify opportunities to improve CSAT, CES, and FCR through journey and process improvements.
• Champion Lean continuous improvement and address waste and friction.
• Lead the Voice of the Customer (VOC) feedback loop with cross-functional insights.
• Develop data narratives and business cases to justify investments.
• Influence and align teams around customer-centric priorities.
• Mentor and coach colleagues and raise performance standards as the function matures.

Skills

Customer journey

Stakeholder management

Data literacy

AI/Automation

Mentoring

Lean Six Sigma

Tools

VOC platforms

Job description

Lever, Inc. is seeking a Senior Customer Journey Manager based in Portugal to own and transform the end-to-end customer journey across a fast-growing global organization.

You will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty and drive measurable improvements. You will identify friction points, size complex problems, and translate insights into scalable changes across customer-facing and internal processes, mentoring