Customer Journey Strategy Manager

The Customer Journey Strategy Manager is responsible for defining, managing, and continuously improving the end-to-end customer journey across key moments that matter. This role serves as a steward of journey-led thinking—identifying friction points, and orchestrating cross-functional actions across marketing, sales, digital, servicing, and operational touchpoints to ensure journeys are intentionally designed, measured, and optimized based on customer behaviors, needs, and decision moments, and are aligned to business outcomes, and continuously evolved to create more seamless, personalized, and impactful customer experiences.

What You Will Do

The Customer Journey Strategy Manager is responsible for defining, managing, and continuously improving the end-to-end customer journey across key moments that matter. This role serves as a steward of journey-led thinking—identifying friction points, and orchestrating cross-functional actions across marketing, sales, digital, servicing, and operational touchpoints to ensure journeys are intentionally designed, measured, and optimized based on customer behaviors, needs, and decision moments, and are aligned to business outcomes, and continuously evolved to create more seamless, personalized, and impactful customer experiences.

Why It Might Be a Fit

To be successful in this role, you will need to have a strong understanding of customer experience principles and customer journey mapping, as well as the ability to identify journey friction and translate insights into actionable requirements, initiatives, or backlog items. You will also need to be able to collaborate effectively with cross-functional stakeholders and influence outcomes in a matrixed environment.

Requirements

• Minimum 5-7 years' progressive experience in one or more of the following: customer experience (CX), customer journey strategy/management, product management, digital experience, process improvement, business transformation with demonstrated work improving end-to-end customer journeys.
• Lean Six Sigma experience a plus
• Bachelor's degree in Business, Marketing, Computer Science, Engineering, or a related field.
• Proven ability to foster customer-centric strategies and deliver seamless, connected experiences across all customer touchpoints.
• Demonstrated experience leading or coordinating cross-functional initiatives across multiple functions (e.g., marketing, sales, digital/product, servicing, operations, technology) to deliver customer experience improvements.
• Demonstrated experience using customer feedback and performance data (e.g., VoC, operational metrics, digital analytics) to identify opportunities, prioritize work, and measure results.
• Proven experience developing and delivering stakeholder-ready communications (written and verbal), including presenting findings and recommendations.
• Knowledge of customer experience principles and customer journey mapping (current and future state).
• Ability to identify journey friction and translate insights into actionable requirements, initiatives, or backlog items.
• Ability to interpret and synthesize inputs from VoC, research, operational data, and digital signals into clear insights and recommendations.
• Knowledge of omni-channel experience concepts and how cross-channel handoffs impact customer outcomes.
• Ability to collaborate effectively with cross-functional stakeholders and influence outcomes in a matrixed environment.
• Working knowledge of digital platforms and CRM tools that support customer engagement.
• Strong written and verbal communication skills, including the ability to present complex information to varied audiences.
• Ability to manage work independently, prioritize effectively, and deliver results with attention to detail.
• Exceptional attention to detail and quality.
• Ability to work autonomously and in a team environment.
• Excellent interpersonal skills to successfully collaborate with cross functional departments.
• Strong orientation toward results coupled with reputation for integrity, creativity, and good judgment.
• Must have the ability to challenge, when appropriate, existing practices.

Benefits

• Hybrid work schedule offering 4 on-site days and 1 remote day per week
• Vehicle benefits designed around your role, including monthly allowances and purchase and lease discounts
• Flexible health coverage with medical, dental, and vision plans, including no cost and low-cost options
• Annual employer HSA contribution to help offset healthcare expenses
• 401(k) with company match and immediate vesting
• 100% company paid life and disability insurance
• Wellbeing programs at no cost to you, including gym benefits and health resources
• Generous parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice
• Competitive pay