Customer Journey Manager Jobs
Customer Journey Manager jobs are open across retail, financial services, healthcare, SaaS, and telecommunications, at every level from associate to director, with specializations in omnichannel experience design, customer lifecycle strategy, and journey mapping. Scan the live roles below and apply to whichever ones fit.
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Showing 5 of 24+ Customer Journey Manager jobs
Job Title: Customer Journey Manager, Digital Experience & Commercial Impact (Identity and financial wellness products, Gen Digital)
Location: New York, Hybrid (3 days in office)
About Gen:
We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands, Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, CCleaner and MoneyLion, unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you’re thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn’t some distant reality, it’s the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen.
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.
About the Team:
The Customer Journey team works to improve end-to-end experiences across Gen’s consumer brands. In partnership with Consumer Insights & Strategy and teams across Product, Design, and Analytics, we bring together customer feedback, research, and journey data to uncover friction and prioritize improvements. We turn those insights into actionable recommendations and partner across the business to improve customer journeys and support satisfaction, loyalty, retention, and growth.
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.
About You:
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.
Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
Compensation Range: $167K - $192K
Job Title: Customer Journey Manager, Digital Experience & Commercial Impact (Identity and financial wellness products, Gen Digital)
Location: New York, Hybrid (3 days in office)
About Gen:
We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands, Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, CCleaner and MoneyLion, unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you’re thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn’t some distant reality, it’s the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen.
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.
About the Team:
The Customer Journey team works to improve end-to-end experiences across Gen’s consumer brands. In partnership with Consumer Insights & Strategy and teams across Product, Design, and Analytics, we bring together customer feedback, research, and journey data to uncover friction and prioritize improvements. We turn those insights into actionable recommendations and partner across the business to improve customer journeys and support satisfaction, loyalty, retention, and growth.
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.
About You:
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.
Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
Compensation Range: $167K - $192K
See All 24 Customer Journey Manager Jobs
Find roles that match your experience and apply in just a few clicks.
Find Customer Journey Manager JobsCustomer Journey Manager Job Market
Who's Hiring
Top Industries Hiring
- Accounting & Auditing
What Employers Look For
The qualifications that appear most often in customer journey manager jobs.
- Three or more years of experience in customer experience, journey mapping, or CX strategy
- Proficiency with journey mapping software and customer data platforms
- Demonstrated ability to synthesize qualitative and quantitative research into actionable insights
- Experience collaborating with product, marketing, and operations teams on cross-functional initiatives
- Bachelor's degree in marketing, business, human-centered design, or a related field
- Familiarity with voice-of-customer programs, NPS measurement, and experience analytics tools
Tips for Your Customer Journey Manager Job Search
Quantify journey improvements on your resume
Hiring managers want to see outcomes, not activities. Replace phrases like 'mapped customer journeys' with metrics tied to retention lift, churn reduction, or NPS improvement. Customer journey managers who show measurable impact on the funnel move further in screening.
Highlight your journey mapping tool fluency
Many job postings screen for specific tools before a human reviews the resume. Call out the platforms you've used for journey mapping, customer data analysis, and experience orchestration in a dedicated skills section so automated screening doesn't filter you out early.
Apply early to roles that fit
Migrate Mate lists customer journey manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings that match your funnel stage expertise
Some roles focus on acquisition and onboarding journeys while others own retention and win-back. Read each posting carefully and tailor your resume summary to emphasize the funnel stages where your experience is deepest, rather than sending a single generic version.
Prepare a portfolio of journey maps you have built
Bring two or three sanitized journey map artifacts to your interview, even if you can't share proprietary data. Walking an interviewer through how you structured a map, what insights it surfaced, and what changes it drove is more persuasive than any answer to a behavioral question.
Negotiate scope alongside title and compensation
Customer journey manager roles vary widely in authority, with some owning cross-functional initiatives and others limited to documentation. During offer discussions, clarify which teams you will partner with and whether you will have influence over product and technology decisions before accepting.
Customer Journey Manager Jobs: Frequently Asked Questions
Which companies are hiring the most customer journey managers?
Gap, Amazon, and EY are hiring the most customer journey managers right now, with openings concentrated in Washington, New York, and Texas, based on current listings on Migrate Mate as of November 2026. Financial services, healthcare, and enterprise SaaS companies consistently maintain the highest volume of open roles.
How many customer journey manager jobs are remote?
About 64% of customer journey manager openings are fully remote or hybrid as of November 2026, reflecting the digital nature of most of the work. Journey mapping, voice-of-customer analysis, and cross-functional alignment sessions translate well to remote environments, so strategy-heavy roles tend to have more location flexibility than those requiring frequent in-person facilitation with frontline teams.
How do you become a customer journey manager?
Start by building experience in a customer-facing or customer analytics role such as CX analyst, UX researcher, or marketing operations specialist. Develop hands-on skills in journey mapping methodologies, customer data interpretation, and cross-functional project coordination. Earning a CX certification from an industry organization can strengthen your candidacy, and assembling a portfolio of journey maps you have built is often more persuasive than credentials alone.
Can you get a customer journey manager role with little experience?
Yes, associate-level and junior customer journey manager roles exist, particularly at mid-size companies building out their CX function for the first time. The most effective way to break in is to document any project where you analyzed a customer process and recommended improvements, even if your title was something else. Framing prior work in journey mapping terms and showing familiarity with the tools and frameworks hiring managers recognize will help you clear the initial screening.
What does the customer journey manager interview process look like?
Most processes include a recruiter screen, a hiring manager conversation focused on your CX philosophy and cross-functional experience, and a take-home or live case study where you are asked to analyze a customer journey and present recommendations. Final rounds typically involve stakeholder interviews with product, marketing, or operations leaders who want to assess whether you can influence without direct authority and translate research into prioritized action.
Where can I find and apply to customer journey manager jobs?
You can find and apply to customer journey manager jobs on Migrate Mate, which lists current openings from across the United States in one place. Search for roles that match your experience level and specialization, then apply directly to each listing that fits your background and career goals.
See All 24 Customer Journey Manager Jobs
Find roles that match your experience and apply in just a few clicks.
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