Customer Experience Journey Lead

Location: Hybrid role based in Rua Lionesa, Leça do Balio, Porto, Portugal

Company

hirify.global is a global express transportation company delivering transportation and business solutions across more than 220 countries and territories.

What you will do

• Lead and orchestrate one or more strategic end-to-end customer journeys across Europe.
• Define and communicate the customer journey vision, future-state experience, and outcome-based success metrics.
• Lead cross-functional journey teams and align stakeholders around customer outcomes and business priorities.
• Own and prioritize the journey opportunity funnel using customer insights and data.
• Maintain journey roadmaps and ensure initiatives remain aligned with strategic objectives.
• Monitor journey performance and customer feedback, initiating corrective actions and escalating risks when needed.

Requirements

• Strong customer-centric mindset and a passion for understanding customer needs.
• Ability to influence without authority and drive complex change in large, matrixed organizations.
• Strong program or portfolio management expertise, combining strategic thinking with disciplined execution.
• Experience leading cross-functional programs and engaging senior leaders to secure alignment and decisions.
• Strong analytical skills, including the use of data and customer insights to identify opportunities and measure impact.
• Excellent verbal, written, and storytelling skills across organizational levels.

Culture & Benefits

• People-first philosophy focused on service, innovation, and business performance.
• Commitment to a diverse, equitable, and inclusive workforce.
• Growth opportunities and a work environment that values team-member contributions.
• Equal employment opportunity and reasonable accommodations for team members and third parties.