Design & Utilization - Project Manager Customer Journey

Do you enjoy designing and improving end-to-end customer experiences, and turning complex customer behaviours into simple, efficient and impactful journeys? Bnode is looking for a Project Manager Customer Journey to join its Design Utilization team, where you will play a key role in improving the customer experience across our entire delivery ecosystem from checkout at the retailer to post-delivery interactions. This is a strategic, high-impact role at the heart of customer experience transformation, involving large end-to-end projects, a strong data-driven dimension, and the opportunity to directly influence journeys used by millions of customers. As Project Manager Customer Journey, you are responsible for managing and delivering complex transformation projects focused on improving the end-to-end customer experience. You act as the primary point of contact for project execution, delivery, and achievement of objectives, ensuring alignment between business needs, customer expectations, and operational realities. Key responsibilities : End-to-end customer journey ownership Analyse the full customer journey from checkout to the post-delivery experience Identify friction points at each stage (checkout, communication, delivery, post-delivery) Map customer behaviours and segment usage patterns Customer experience optimisation Design and lead concrete improvements to the customer journey Optimise customer communications Improve customer support and guidance in case of delivery issues Contribute to reducing failed deliveries and improving overall customer satisfaction Collaboration with retailers Work closely with retailers and e-commerce partners Analyse checkout journeys and propose improvements Increase conversion rates while enhancing the customer experience Data analysis performance Analyse customer behaviour and identify recurring patterns Translate insights into actionable and measurable improvements Define and monitor performance KPIs Project stakeholder management Define project scope, objectives, and detailed business and IT requirements, including clear and structured IT feature specifications Translate business needs into actionable functional requirements in collaboration with technical teams (IT, architecture, data, etc.) Build and maintain project planning (timeline, milestones, deliverables) Manage risks, dependencies, and priorities across all workstreams Drive cross-functional collaboration between business, IT, and external partners to ensure alignment and effective execution Coordinate internal and external stakeholders throughout the project lifecycle Ensure delivery of project outcomes and proper project closure, including validation of requirements and acceptance criteria Create buy-in, alignment, and shared understanding among all stakeholders