Senior Customer Journey Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8a8cem

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Journey Manager based in Italy.

We are looking for a Senior Customer Journey Manager to own and transform the end-to-end customer journey across a fast-growing global organization. In this highly autonomous role, you will combine customer insights, operational data, AI, and automation to create effortless experiences that strengthen loyalty. You will identify friction points, size complex problems, and turn insights into scalable improvements across customer-facing and internal processes. Working cross-functionally, you will influence teams and orchestrate change without relying on direct authority. You will also champion Lean continuous improvement and help establish a strong culture of customer-centric operational excellence. As the function evolves, you will have the opportunity to mentor others and potentially build and lead a high-performing team.

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Accountabilities

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Define, own, and govern the end-to-end customer journey,



including internal operational processes, procedures, and service journey mapping.

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Identify opportunities to improve customer experiences across departments and collaborate with stakeholders to ensure consistent, high-quality outcomes.

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Orchestrate journey-level improvements with a high degree of autonomy, coordinating with Customer Experience teams and other functions to implement changes efficiently.

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Drive improvements in global customer contact rates by using AI, automation, and self-service solutions to optimize operational processes and customer interactions.

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Identify opportunities to improve key customer experience metrics such as CSAT, CES, and FCR through targeted journey and process improvements.

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Champion a Lean continuous improvement mindset, identifying operational waste, systemic friction, and root causes to proactively address customer needs.

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Lead the Voice of the

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8a8cem