Customer Journey Lead (Customer Experience)

TL;DR

Customer Journey Lead (Customer Experience): Owning and optimizing end-to-end customer journeys across platform and non-platform touchpoints with an accent on friction reduction and experience redesign. Focus on mapping digital and operational touchpoints, driving process improvements across cross-functional teams, and implementing automation for self-service.

Location: Sofia, Bulgaria

Company

A leading global technology company and IT sales channel distributor transforming into a platform-first, AI-enabled organization.

What you will do

• Own specific end-to-end customer journeys and define future-state experience strategies.
• Map customer journeys across digital and operational touchpoints to identify friction points and operational inefficiencies.
• Partner with Product and UX teams to drive platform improvements.
• Lead process redesign initiatives across Support, Finance, Sales, and Operations.
• Facilitate journey redesign workshops with cross-functional stakeholders.
• Define and monitor KPIs, including customer effort, escalations, MTTR, and repeat contacts.

Requirements

• 7+ years of experience in customer experience, service design, product operations, consulting, or operational excellence.
• Proven experience leading journey transformation initiatives.
• Strong stakeholder management skills.
• Experience in enterprise SaaS or platform businesses is preferred.

Culture & Benefits

• Opportunity to shape the future of customer experience at one of the world's largest technology distributors.
• Contribution to a major organizational transformation into a platform-first, AI-enabled company.