Customer Journey Manager - Digital Experience & Commercial Impact

About the role

Job Title: Customer Journey Manager, Digital Experience & Commercial Impact (Identity and financial wellness products, Gen Digital)

Location: New York, Hybrid (3 days in office)

How We Work

Our hybrid work style (3 days in the New York office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it’s flexible enough to give you the space to do your best work.

About the Role

As a Customer Journey Manager, you will lead the detailed understanding of where customers experience friction within priority journeys across our financial wellness and identity products. You will connect the dots between the macro drivers and detractors of customer satisfaction identified by Insights and the specific journey moments, operational causes and cross-functional dependencies that need to change.

You will create the visibility, alignment and momentum needed for teams to understand journey friction, make informed trade-offs and improve the experience.

Central to the role will be running and developing Walk the Store sessions and other practical journey reviews. Working in close partnership with Insights, User Research, Product, Design, Engineering, Marketing, Commercial, Customer Service and VOC teams, you will turn evidence into clear problem definitions, business cases, named ownership, get change integrated into roadmaps and the impact measured.

Key Responsibilities

• Lead the detailed understanding of friction within priority customer journeys, helping teams see how issues play out across acquisition, onboarding, usage, support and renewal.
• Translate macro satisfaction drivers and detractors identified by Insights into focused journey investigations, connecting customer evidence, operational signals, behavioral data, VOC inputs and direct walkthroughs.
• Run Walk the Store sessions that bring cross-functional teams into the customer experience, expose practical pain points, and build shared understanding of what customers face and which teams influence the outcome.
• Facilitate high-quality workshops that move teams from observation to agreement: clarifying the problem, aligning on the customer and business impact, identifying owners and defining the next best actions.
• Partner with User Research through diagnosis, ideation and solution testing, ensuring customer problems are explored deeply, improvement ideas are shaped with evidence, and proposed solutions are tested before teams commit to delivery.
• Build business cases for journey level change that show why the friction matters, what improvement could unlock and how progress will be measured
• Capture customer and business trade-offs made through prioritization and delivery, maintaining visibility of the expected impact and enabling outcomes to be reviewed over time.
• Create ownership and momentum by identifying accountable teams, surfacing dependencies and ensuring agreed improvements are visible, prioritized and followed through.
• Work cross-functionally to influence integrated roadmaps so evidenced customer priorities are reflected in planning and delivery, without taking ownership away from Product, Design, Engineering or other delivery teams.
• Use evidence to challenge constructively, create urgency and help senior stakeholders make clear decisions about where to focus effort for the greatest customer and commercial benefit.

Must have

• Proven experience in customer experience, journey management, service design, product experience or business transformation for digital products or services.
• Strong workshop facilitation skills: able to bring diverse teams together, guide structured discussion, surface blockers and drive clear outcomes.
• Strong analytical and commercial mindset: comfortable using insight and data to identify friction, size opportunities and build credible business cases for change.
• High-impact communication and storytelling; able to make customer problems tangible, explain the business impact and influence senior stakeholders constructively.
• Cross-functional leadership experience in complex organisations; effective at aligning Product, Design, UXR, Engineering, Marketing, Commercial, Customer Care and Insights around shared customer priorities.
• Experience creating clarity from complex customer journeys, including using practical tools such as journey maps, walkthroughs, service blueprints or customer evidence to focus teams on action.
• Ability to work effectively across specialist boundaries, with a clear understanding of the distinct contributions of Insights, VOC, User Research, Design and journey management.
• Ability to identify accountable owners, track actions and trade offs, manage dependencies and support teams in moving agreed improvements into roadmap and delivery planning.
• Proactive, collaborative and outcomes-driven; confident operating in ambiguity and creating momentum without direct ownership of every delivery team.

Desirable

• Experience in financial wellness, identity, cybersecurity, insurance, subscription or consumer digital services.
• Experience designing or facilitating customer walkthroughs, immersion sessions, service reviews or similar cross-functional forums.
• Knowledge of CX measurement, experimentation frameworks, customer behaviour data or service/contact-centre insight sources.
• Experience working with user research teams to diagnose customer problems, support ideation and validate proposed experience improvements.
• Familiarity with AI, automation or analytics capabilities that can support faster insight generation, clearer prioritisation or better customer experiences.

How Success Will Be Measured

• Macro satisfaction drivers and detractors identified by Insights are translated into clear journey-level investigations and opportunities.
• Walk the Store sessions create shared understanding, clear ownership and agreed actions that teams follow through on.
• Business cases connect customer friction to commercial outcomes and help secure prioritisation for meaningful improvements.
• Customer and business trade-offs are documented, with the expected impact visible and available for later review.
• Customer priorities are reflected in integrated roadmap discussions, with owners, dependencies and progress visible across teams.

Compensation & Benefits

The annual base salary for this position is expected to be between between $167,000 and $192,000

Base salary is one component of Gen’s total compensation package, which includes:

• 401(k) match
• Annual Bonus
• Health & Wellness: access to medical, dental and vision insurance plans
• Financial Security: opportunities to invest through our Employee Stock Purchase Plan (ESPP)
• Work-Life Balance: unlimited paid time off, company holidays
• Professional Development: annual education reimbursement for job related courses
• Wellness Reimbursement: to cover fitness related expenses
• Additional Perks: access to commuter spending accounts, legal assistance plans, family support services and exclusive employee discounts

Actual salaries will vary based on a candidate’s qualifications, experience, skills and competencies related to the role.

What’s Next

Your CV will be reviewed together by the recruiter and hiring manager to assess the scope of your role, the impact you’ve delivered, and how your experience aligns with the position. If shortlisted, the recruiter will invite you to an initial Zoom conversation to discuss your background, what’s compelling you to Gen, and walk you through the interview process.