Senior Customer Journey Designer Job at Optimizely (London)

Job Description

As a Customer Journey Designer in our Customer Success team, you will be responsible for translating journey strategy into tangible, high-quality customer touchpoints. Reporting to the Customer Journey Leader, you will design and execute the content, automation workflows, and engagement programs that move customers from onboarding through adoption, retention, and growth, across Enterprise, Mid-Market, and Digital segments. You will combine a customer-first mindset with strong operational and analytical skills, using AI and automation to deliver proactive, personalized engagement at scale.

Job Responsibility

Designs and delivers personalized, segment-specific engagement touchpoints and communications across all lifecycle stages (Onboarding, Adoption, Retention, Growth) and customer segments (Enterprise, Mid-Market, Digital), using data, customer insights, and journey objectives to determine the most effective engagement strategies, channels, timing, and success measures
Creates and maintains detailed customer journey maps across all segments and lifecycle stages, keeping them current as the product, customer base, and business priorities evolve
uses these maps as a living reference to identify gaps, align stakeholders, and inform engagement design decisions
Builds and manages trigger-based workflows and automation that proactively respond to customer signals such as low adoption, unresolved tickets, or key milestones
Works closely with the Customer Journey Leader to translate strategy into executable programs and campaigns, determining the best approaches to achieve high-level objectives
Partners with Marketing, Operations, and Support to align messaging, channels, and timing across the customer lifecycle
Coordinates with the Customer Success team to embed journey touchpoints into day-to-day workflows and ensures strong adoption of new processes and procedures
Contributes to the Executive Sponsorship program for Enterprise customers, designing premium experiences at key milestones
Evaluates and proposes AI tools and automation capabilities to improve journey personalization and scalability, staying current with emerging technologies relevant to customer engagement
Supports training and enablement of Customer Success team members on new journey programmes, playbooks, and tools, helping drive organizational adoption of customer-centric processes
Monitors and reports on journey performance metrics including time-to-value, product adoption, renewal rates, CSAT, and NPS, comparing and contrasting data from a variety of sources in a thorough and time-sensitive manner
Identifies friction points and underlying root causes across the customer journey, applying the appropriate level of analysis and investment to drive meaningful and scalable improvements
Runs structured testing and iterative improvements across journey touchpoints, proactively solving complex and evolving customer journey challenges to optimize engagement, journey execution, and overall customer experience outcomes
Accountable for delivering high-quality, on-time work product
dependencies and impacts are vetted and mitigated upon final delivery

Requirements

3–5 years of experience in Customer Success, Customer Experience, Lifecycle Marketing, or a related field within enterprise SaaS
Possesses and applies comprehensive knowledge of customer journey design, lifecycle engagement, and service/process design methodologies to deliver complex cross-functional initiatives
Demonstrable experience designing customer-facing programs or journeys with measurable outcomes
Hands-on experience with automation, trigger-based campaigns, or lifecycle workflows, expertise in tools such as Gainsight, Marketo, Salesforce, or equivalent
Experience leveraging AI tools and technologies to improve personalization, operational efficiency, customer insights, content creation, or scalable customer engagement
Experience creating journey maps, service blueprints, workflows, and process designs using tools such as Lucidchart, Visio, Miro, Figma, or equivalent visualization and process-mapping platforms
Analytical mindset, comfortable using journey, adoption, engagement, and operational data to identify trends, evaluate complex or intangible factors, and inform decisions
Analytical mindset, comfortable using journey and engagement data to identify trends, evaluate variable or intangible factors, and to inform decisions
Leverages data, customer insights, and operational knowledge to recommend improvements to customer journeys, workflows, and lifecycle experiences
Understanding of customer segmentation and how to adapt experiences for different tiers and personas
Experience communicating effectively and reporting to a variety of audiences
Good commercial awareness, with an understanding of how customer journey outcomes connect to renewal, expansion, and overall business performance
Collaborative working style with experience partnering across Marketing, Product, Operations, Enablement, and Customer Success functions to deliver connected customer experiences at scale
Bachelors Degree

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Senior Customer Journey Designer

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