Senior Customer Journey Manager
Holafly · Telecommunications
- Location: Dublin (Ireland)
- Work arrangement: hybrid
- Employment type: Full Time
- Seniority: senior
- Posted:
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Job description
Position:
Senior Customer Journey Manager
Company:
Holafly
Location:
Remote (Europe or Africa or Dublin or Lisbon or United Kingdom or Poland or Morocco)
Employment type:
Full Time
Short Summary:
Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. The role focuses on delivering effortless customer journeys that drive loyalty, with responsibilities including defining the end-to-end customer journey and leading insights strategy.
Responsibilities:
- Define and own the E2E Customer Journey, ensuring operational excellence.
- Identify improvement opportunities and collaborate with departments for a high-quality customer experience.
- Orchestrate journey-level changes and drive global Contact Rate KPI using AI and automation.
- Lead the Voice of the Customer (VOC) feedback loop to translate complex problems into actionable insights.
- Provide leadership, mentorship, and coaching to team members.
Requirement:
- 5–7+ years of experience in Customer Experience, Product Operations, or Service Design.
- Proven track record in defining E2E Journeys and service journey mapping.
- Strong expertise in Lean methodologies and stakeholder management.
- Ability to leverage AI and automation tools for operational efficiencies.
- Strong data literacy and experience managing VOC programs.
- Professional certification in relevant methodologies (e.g., Lean Six Sigma, PMP) is preferred.
Benefits:
- Remote-first culture with total flexibility for work-life harmony.
- Real ownership and autonomy to shape the global experience of millions of travellers.
- A high-impact role within a rapidly scaling global leader.
Senior Customer Journey Manager
Company:
Holafly
Location:
Remote (Europe or Africa or Dublin or Lisbon or United Kingdom or Poland or Morocco)
Employment type:
Full Time
Short Summary:
Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. The role focuses on delivering effortless customer journeys that drive loyalty, with responsibilities including defining the end-to-end customer journey and leading insights strategy.
Responsibilities:
- Define and own the E2E Customer Journey, ensuring operational excellence.
- Identify improvement opportunities and collaborate with departments for a high-quality customer experience.
- Orchestrate journey-level changes and drive global Contact Rate KPI using AI and automation.
- Lead the Voice of the Customer (VOC) feedback loop to translate complex problems into actionable insights.
- Provide leadership, mentorship, and coaching to team members.
Requirement:
- 5–7+ years of experience in Customer Experience, Product Operations, or Service Design.
- Proven track record in defining E2E Journeys and service journey mapping.
- Strong expertise in Lean methodologies and stakeholder management.
- Ability to leverage AI and automation tools for operational efficiencies.
- Strong data literacy and experience managing VOC programs.
- Professional certification in relevant methodologies (e.g., Lean Six Sigma, PMP) is preferred.
Benefits:
- Remote-first culture with total flexibility for work-life harmony.
- Real ownership and autonomy to shape the global experience of millions of travellers.
- A high-impact role within a rapidly scaling global leader.
Skills
- ai
- automation
Languages
EN
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