Customer Journey Lead

Position Overview 

The Customer Journey Lead is a strategic member of the Customer Experience team responsible for improving the end-to-end customer journey through customer insights, Voice of Customer reporting, CX systems management, and process optimization. This role partners cross-functionally to identify customer pain points, improve workflows, and elevate the overall customer experience across all channels. 

While this role has a strong focus on systems, reporting, and customer journey strategy, the Customer Journey Lead remains an active member of the CX team. This individual will maintain a strong understanding of daily operations, support escalated customer situations, and serve as a positive and collaborative resource for the broader CX team.

Responsibilities

Customer Journey & Voice of Customer

• Monitor and analyze the end-to-end customer journey across e-commerce, retail, loyalty, shipping, returns, and customer support touchpoints


• Identify customer pain points, operational friction, and opportunities to improve the customer experience


• Develop recurring Voice of Customer reporting and share insights, trends, and recommendations with leadership and cross-functional teams


• Partner cross-functionally with CX, Operations, Growth, Merchandising, Retail, and Technology teams to improve customer experience initiatives


• Track customer sentiment trends across reviews, surveys, tickets, and customer feedback channels

Reviews & Customer Feedback Management

• Manage customer review platforms and moderation workflows


• Analyze review trends, product feedback, and recurring customer concerns


• Partner with Merchandising, Operations, and Marketing teams to escalate and address customer feedback themes


• Support reporting related to customer satisfaction, reviews, ratings, and sentiment metrics

CX Systems & Tooling

• Own day-to-day administration and optimization of CX-related platforms and tools


• Maintain strong working knowledge of Gladly workflows, rules, inbox management, and escalations


• Support system implementations, integrations, testing, and ongoing process improvements


• Partner with internal stakeholders and external vendors to troubleshoot issues and improve platform performance


• Maintain documentation and workflows related to CX systems and processes


• Evaluate new tools, technologies, and AI solutions that support customer experience initiatives

Reporting & Analytics

• Build and maintain dashboards and reporting related to customer experience performance and customer journey insights


• Analyze customer behavior and operational trends to support data-driven decision making


• Monitor key customer metrics including CSAT, NPS, review ratings, response times, and customer friction points


• Provide actionable recommendations based on customer data and insights

Customer Support & Escalations

• Serve as a point of escalation for complex or high-touch customer situations


• Maintain awareness of daily CX operations and customer trends to proactively support the team


• Assist with customer conversations and queue support during high-volume periods when needed


• Partner closely with CX Leads on operational improvements and customer pain points


• Help ensure the CX team delivers a consistent, elevated, and brand-aligned customer experience

Team Support & Culture

• Act as a positive and supportive presence within the CX team


• Help foster strong team morale, collaboration, and communication


• Support onboarding, knowledge sharing, and process education across the department


• Serve as a resource for teammates on systems, workflows, and customer experience best practices

Minimum Qualifications

• 3–5+ years of experience in Customer Experience, Customer Insights, E-commerce Operations, Loyalty, or related fields


• Experience with platforms such as Shopify, Gladly, Yotpo, loyalty platforms, or customer analytics tools preferred


• Experience working with customer reviews, Voice of Customer programs, or customer feedback analysis preferred


• Familiarity with reporting and analytics tools preferred

Knowledge / Skills / Abilities

• Strong understanding of customer experience operations within a retail and e-commerce environment


• Experience handling escalated customer situations with professionalism and empathy


• Strong analytical and problem-solving skills with the ability to translate customer feedback into actionable insights


• Experience working with CX, loyalty, or e-commerce platforms and systems


• Strong working knowledge of customer support platforms such as Gladly preferred


• Excellent organizational skills with strong attention to detail


• Ability to manage multiple priorities and projects in a fast-paced environment


• Strong written and verbal communication skills


• Collaborative mindset with the ability to work cross-functionally across departments


• Positive, team-oriented attitude with the ability to support team culture and morale


• Comfortable balancing strategic thinking with hands-on execution


• Positive attitude.


• Driven by an entrepreneurial spirit.


• Position will require being in the Washington D.C. area.

Compensation 

Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $65,000-$75,000; classified as full-time exempt and not eligible for overtime. At Tuckernuck, we care about our team and offer benefits that support your health, growth, and work-life balance. This includes medical, dental, and vision coverage, a 401(k) with a company match, generous paid time off and holiday, paid new parent leave, day care coverage, a generous employee discount, and other great perks. 

Core Values

The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.

• Teamwork Makes the Dream Work


• Find the Fun


• Stay Authentic


• Respect


• Entrepreneurial Spirit


• Start Strong & Finish Strong


• Have Courage

Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit. Tuckernuck policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Tuckernuck offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in this application or hiring process to accommodate a disability, you may request an accommodation at any time.