Customer Journey Lead, Customer Experience
Job Description
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Who we are:
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.
What you will do:
The Customer Journey Lead will own and optimize critical end-to-end customer journeys across both platform and non-platform touchpoints. This role is responsible for identifying friction, redesigning experiences, and driving measurable improvements across onboarding, support, billing, renewals, presales, and escalations.
You Will:
Own specific end-to-end customer journeys and define future-state experience strategies
Map customer journeys across digital and operational touchpoints
Identify friction points, repeat failures, handoffs, and operational inefficiencies
Partner with Product and UX teams on platform improvements
Drive process redesign across Support, Finance, Sales, and Operations
Lead journey redesign workshops with cross-functional stakeholders
Define KPIs including customer effort, escalations, MTTR, and repeat contacts
Drive automation and self-service opportunities
What You Bring:
7+ years in customer experience, service design, product operations, consulting, or operational excellence
Experience leading journey transformation initiatives
Strong stakeholder management skills
Experience in enterprise SaaS/platform businesses preferred
What we have for you:
Competitive salary & Bonus system
Additional health & life insurance
Food vouchers & Transport Allowance
Well-being Program & Multisport card
Referral and baby bonus
Paid holiday days increasing in time
Language courses
Free access to Learning Platform
Many trainings and academies, including opportunity for ACCA certification
Great career growth and development opportunities
Hybrid type of work
Modern office space with free coffee and hot beverages
Company discounts
Recognition awards
Impressive parties
Lots of social events
A unique open-minded culture
Trending social media accounts
Join our big family now!
*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro.
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