Customer Experience & Research Lead

Grow, manage, train, and mentor your Customer Experience and UI/UX teams while collaborating with Data teams, fostering smooth teamwork and continuous learning to drive impactful experiences. 

Strategically guide your team to collect and analyze qualitative and quantitative data, supporting product teams in making informed decisions.

Build and refine processes within your team, and collaborative processes with product teams to ensure efficiency and effectiveness.

Report to and collaborate closely with our Chief Product Officer, helping to build the right products for our users while also fostering an outstanding team culture.

Support our Product Design Lead in gathering user insights and provide key behavioral data to help them design better experiences.

Own the customer lifecycle from the moment they see a Journi ad to holding a book in their hands and reordering: Map it out with your team, know it inside-out, understand what users love and where they struggle, continuously monitor it, and identify gaps and opportunities.

Be hands-on when needed, actively conduct user interviews, surveys, focus groups, or build data dashboards and funnel analysis to gather insights.

Stay up to date with the latest customer experience and research trends, by guiding your team on which best methodologies to use and when. 

6+ years of experience & background in Customer Research, Data Analytics and/or Customer Experience, including 2+ years in leadership roles.

Proven ability to grow, build, and manage teams and processes.

Experience in customer research methodologies (focus groups, user interviews, surveys, market research) and the ability to select the right approach for different needs.

Analytical and strategic mindset – comfortable working with data and CX tools like SurveyMonkey, Upvoty, Amplitude, Google Analytics, Tableau.

Strong track record of research that supported product teams with data and user insights to deliver a better customer experience with outstanding results. 

Ability to guide teams on research priorities, ensuring focus on the right insights.

Deep understanding of the customer lifecycle and user personas - how to analyze behavioral data, act on findings, present results, and make impactful recommendations to product teams.

Experience in a startup, tech, e-commerce, or mobile app environment.

Hands-on experience with customer journey mapping and optimizing customer touchpoints.

Experience working closely with Product Designers and/or UI/UX Designers to translate research into action.

Case studies illustrating the impact of your work.

Intro Call with the People & Culture Team (30 min.)

Technical Interview (45 min.)

Challenge 

Leadership Interview (1h)

Final Interview (1,5h)