Full-Time Customer Experience Join Journey Manager

We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to lead the Join (Learn & Buy) experience. You will be critical to delivering a frictionless buying experience.Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels.

Your duties and responsibilities will include:

• Journey Strategy & Roadmap: Define the Join journey vision and north-star metrics. Build a 12–18-month roadmap.
• Backlog Ownership & Delivery: Maintain a prioritized backlog based on funnel losses. Lead agile ceremonies and iterative delivery. Run A/B tests, pilots, and feature flags—including AI-powered features.
• Customer & Data Insight: Use VoC/VoA, web/app analytics, session replays, IVR telemetry, and operational logs to diagnose friction. Build dashboards for LQS→sales, funnel drop-offs. Partner with Data/ML to deploy propensity models and early cancel-risk detection.
• Cross-Functional Collaboration: Partner with E-commerce on experimentation, content/UX, and conversion guardrails. Align with Marketing, Sales, IT, and Field Ops. Drive enablement: AI-informed scripts, seller training, knowledge articles, and compliance updates.
• Governance & Impact: Set OKRs and publish bi-weekly progress updates. Tie improvements to business value and validate via control/readouts.

WHAT IT TAKES TO CATCH OUR EYE:
6+ years in product, CX, e-commerce, or sales journey ownership with proven funnel optimization. Strong fluency in funnel analytics, experimentation, and conversational/IVR analytics; SQL/BI a plus. Experience deploying AI/automation in buyer and agent workflows. Proven cross-functional leadership and crisp communication skills.

CORE COMPETENCIES:
Customer-obsessed, Commercially savvy, Data- & AI-informed, Systems thinker, Bias for action, Collaborative, Change leader

12-MONTH OUTCOME TARGETS EXAMPLES:

• Qualified → Order Conversion: +15–25% overall; +25–40% in under-penetrated segments
• CPGA: −10–20% via funnel gains and channel mix
• Pre-Install Cancels: −20–30% through better expectation-setting, scheduling, and save-on-pending flows
• Appointment Set & Kept: +10–15% set; +5–10% kept via capacity alignment and reminders
• Early-Tenure NPS (30 days): +8–12 pts

CORE KPIs:
Top-of-funnel LQS, Eligibility pass rate, Quote→Order CVR, Checkout drop-off, Payment/credit pass rate, Time-to-complete

What is the last date for applying to the job?

Which countries are accepted for this remote job?