Manager – Customer Journey
Iberdrola
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Connecticut, Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $138,343 - $180,789 per year
Job Level
SeniorLead
Tech Stack
Cyber Security
About the role
- Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations.
- Lead a team of journey designers and analysts, providing coaching, performance feedback, and professional development.
- Oversee the mapping of current and future-state journeys, identifying pain points and opportunities for improvement.
- Ensure customer needs are at the core of all service and experience design initiatives.
- Partner with Product, IT, Marketing, Customer Care, and Regulatory teams to align journey improvements with business priorities.
- Use customer feedback, analytics, and behavioral data to inform journey enhancements and measure impact.
- Align journey initiatives with digital product development to ensure seamless integration and adoption.
- Guarantee that all journey designs meet regulatory, accessibility, and cybersecurity standards.
- Foster a culture of experimentation, learning, and customer empathy across the organization.
- Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction.
- Drive organizational change to embed customer journey thinking into business processes and culture.
- Present journey insights, progress, and recommendations to senior leadership and stakeholders.
- Collaborate with vendors and consultants to support journey mapping, research, and design initiatives.
Requirements
- Bachelor’s degree in Technology, Digital, Business, or related field
- 8+ years of experience in digital product management, with at least 3 years in a leadership or managerial role.
- Strong understanding of Agile frameworks and digital transformation practices.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey strategyjourney mappingdigital product managementAgile frameworksdata analyticsKPI establishmentregulatory complianceaccessibility standardscybersecurity standardscustomer feedback analysis
Soft skills
leadershipcoachingperformance feedbackprofessional developmentcollaborationcommunicationorganizational change managementcustomer empathyexperimentationstakeholder engagement
Certifications
Bachelor’s degree in TechnologyBachelor’s degree in DigitalBachelor’s degree in Business