Senior Customer Journey Manager

About the role

Holafly is looking for a Senior Customer Journey Manager to own and evolve the end‑to‑end customer experience. You will act as the business owner of journey strategy, turning insights and operational data into concrete improvements that boost loyalty and satisfaction.

Key responsibilities

• Define, govern, and continuously improve the full customer journey, including internal operational processes.
• Identify cross‑departmental improvement opportunities and ensure alignment for a high‑quality experience.
• Orchestrate journey‑level changes, collaborating with CX teams and external partners to implement swift enhancements.
• Drive the global Contact Rate KPI using AI and automation, improving CSAT, CES and first‑contact resolution.
• Champion a Lean continuous‑improvement mindset, eliminating waste and proactively addressing user needs.
• Lead the Voice of the Customer (VOC) loop, translating feedback into actionable insights and robust problem‑sizing models.
• Provide mentorship and coaching to build a high‑performing, knowledge‑sharing team as the function matures.

Required profile

• 5‑7+ years of experience in Customer Experience, Product Operations or Service Design, preferably in high‑growth or scale‑up environments.
• Hands‑on, roll‑up‑your‑sleeves attitude with a proven track record of delivering measurable improvements.
• Strong analytical mindset, capable of building business cases and influencing stakeholders.
• Excellent communication and leadership skills to guide cross‑functional teams.

Required skills

What we offer

• Opportunity to shape a critical function in a fast‑growing global scale‑up.
• High autonomy and influence across the organization.
• Collaborative, multicultural environment with 500+ professionals worldwide.