Ecosystem User Journey Manager

Job summary

This role focuses on managing complex, omnichannel marketing journeys within a digital ecosystem, driving business value across the marketing funnel. The position involves collaborating with multidisciplinary teams to enhance marketing-led growth initiatives, ensuring alignment between business goals and user needs.

Responsibilities

Requirements

Benefits

• Plan and facilitate user research and discovery activities, collaborating with various teams to identify needs and opportunities.
• Lead the mapping of current and future user journeys and service blueprints, translating insights into visual tools for strategic direction.
• Conduct strategic framing sessions and workshops to connect ecosystem needs with long-term user lifecycle visions.
• Create compelling narratives and visualizations to advocate for journey improvements and service design impact.
• Collaborate with internal and external teams to interpret needs and drive consensus on growth opportunities.
• Mentor and coach team members to ensure consistency and quality across campaigns.
• Proven experience as a Service Design manager with a track record of leading cross-functional initiatives.
• Expertise in service design, user experience, and user research.
• Proficient in mapping and managing multi-level journeys and processes.
• Excellent communication and people skills to influence strategic decisions.
• Strong analytical and systems thinking abilities to identify actionable insights.
• Ability to collaborate effectively in a complex, matrixed organization.
• Enhanced paid family care leave options.
• Life and disability insurance coverage.
• Resources for physical and mental wellbeing.
• Generous colleague discount from day one.
• Bonus scheme based on goal achievement.