Senior Customer Journey Manager

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🔥 0 minutes ago

🌐 Ireland, United Kingdom, +1 more countries – Remote

🇮🇪 Ireland – Remote 🇬🇧 United Kingdom – Remote 🇵🇱 Poland – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Holafly

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

✈️ Travel

📡 Telecommunications

👥 B2C

💰 $112.9k Seed Round - Holafly on 2019-06

Travel • Telecommunications • B2C

Holafly is a travel connectivity provider that sells eSIMs and prepaid international SIM cards to travelers, enabling mobile data access across multiple countries without relying on traditional roaming plans. It operates primarily through an online storefront and targets consumers such as tourists and digital nomads who need short-term, flexible mobile data while abroad.

📋 Description

• 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