Senior Customer Journey Manager
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Job Description
Senior Customer Journey Manager owning end-to-end experiences at Holafly, a global eSIM connectivity company. Using VOC, data, AI, and Lean automation to improve loyalty and operational performance.
Responsibilities:
- Define and own the end-to-end Customer Journey, including internal operational processes
- Identify improvement opportunities across departments and collaborate to align teams around a high-quality customer experience
- Orchestrate journey-level changes with autonomy across internal CX teams and external departments
- Drive the global Contact Rate KPI using AI and automation to improve operational processes and customer-facing self-service solutions
- Improve CSAT, CES, and FCR through journey optimization
- Champion Lean continuous improvement and eliminate operational waste
- Lead the Voice of the Customer feedback loop and turn customer problems into actionable insights
- Build problem-sizing models and business cases to influence decisions and secure stakeholder buy-in
- Provide leadership, mentorship, and coaching as the function matures
- Build and lead a high-performing team in the future as the function develops
Requirements:
- 5–7+ years of experience in Customer Experience, Product Operations, or Service Design
- Experience in high-growth or scale-up environments
- Hands-on ability to operate at strategic and tactical execution levels
- Proven experience defining end-to-end journeys and rigorous service journey mapping
- Experience owning end-to-end processes and procedures for operational consistency
- Exceptional stakeholder management and ability to influence diverse teams
- Strong expertise in Lean methodologies and structured problem-solving
- Ability to leverage AI and automation tools to identify inefficiencies and deploy scalable customer-facing solutions
- Expertise managing Voice of the Customer programs
- Ability to translate customer feedback and friction points into actionable cross-functional insights
- Strong data literacy, including interpreting reports, connecting data points, quantifying problems, and justifying solutions
- Track record of increasing scope or informal leadership, such as mentoring, leading initiatives, or managing up
- Experience elevating team standards and mentoring peers in high-growth, fast-paced environments
- Professional certification in relevant methodologies such as Lean Six Sigma, PMP, or COPC is highly preferred
- Experience with COPC or similar high-performance CX frameworks is a bonus
- Deep understanding of AI and automation across the customer lifecycle is a bonus
- Background in eSIM, Telecom, or Travel is a bonus
Benefits:
- Remote-first culture with total flexibility to ensure a healthy 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
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