Online Customer Journey Governance Lead Specialist

Snaitech

Lead Specialist coordinating strategic initiatives for online platforms at Flutter's iGaming brands. Managing projects, stakeholders, and user requirements to enhance omnichannel customer experience.

Posted 6/5/2026full-timeRome • 🇮🇹 ItalySenior💰 €39,000 - €50,000 per yearWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Project Management on Share Platforms
Formalize business ideas for submission to the central structure (Product/Operations).
Validate User Requirements (URs) and Functional Analysis for all strategic projects.
Coordinate brand priorities, including initiative briefs (expected benefits, KPIs, timelines, CAPEX, etc.).
Plan and monitor the brand’s project/basket/evolution roadmap.
Track project progress, manage escalations, and report deviations from initial URs.
Ensure timely communication with business stakeholders on initiative status.
Participate in User Acceptance Testing (UAT) with business representatives and provide Go/No-Go recommendations for production releases.
Support initiative launches, including timeline alignment, crowd-testing coordination, commercial planning, customer feedback collection, and KPI validation.
Define user requirements with relevant stakeholders.
Serve as Business Owner for brand front-end platforms: website, mobile app, in-store technology solutions.

Requirements

What you’ll need

5+ years of experience in project management, demand roles, customer journey management, or online platform governance within complex, multi-channel environments.
Strong experience in defining user requirements, functional analysis, and UAT processes for digital platforms (web, app, PoS technology).
Proven ability to coordinate cross-functional initiatives, including planning, tracking, and reporting on project progress, KPIs, and expected benefits.
Solid understanding of online customer journeys and front-end platform operations.
Analytical mindset, with the ability to interpret data, customer feedback, and KPIs to drive project validation and continuous improvement.
Excellent stakeholder communication and collaboration skills, able to align multiple business functions and support Go/No-Go decision-making.
Detail-oriented, proactive, and capable of managing multiple projects simultaneously with minimal supervision.
Bachelor’s degree in business administration, Engineering, IT, or a related field; a Master’s or specialized certification is a plus.
Fluent English (written and spoken); additional languages are a plus.

Benefits

Comp & perks

Meal allowance
Supplemental Health Insurance
Well-Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.
Learning & Development: training platforms, workshops, conferences, and our FlexiLearning program (4 hours per month dedicated to learning).
Parental Leave Packages offering additional financial and practical support.
Volunteering during working hours.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementuser requirements definitionfunctional analysisuser acceptance testing (UAT)KPI validationdata interpretationcustomer journey managementcross-functional coordinationdigital platformsfront-end platform operations

Soft Skills

stakeholder communicationcollaborationanalytical mindsetdetail-orientedproactivemulti-project managementdecision-makingcustomer feedback collectioninitiative supporttimely communication

Certifications

Bachelor’s degree in business administrationBachelor’s degree in EngineeringBachelor’s degree in ITMaster’s degreespecialized certification