This range is provided by Randstad. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Overview
We’re on a mission to power prosperity for small businesses and self-employed individuals worldwide. We’re looking for a Product/Customer Experience Manager to take ownership of key customer journeys across our ecosystem — ensuring they are simple, intuitive, and deliver measurable value at every stage. Drawing inspiration from leading customer-focused organizations, this role blends strategy, customer insights, and digital execution to transform how our customers experience our products, from first engagement to long-term advocacy.
Key Responsibilities
* Customer Journey Ownership: Lead the design, delivery, and continuous optimization of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
* Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
* Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.
* Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.
* Drive personalization and segmentation strategies to create differentiated experiences for different customer types.
* Ensure all digital journeys are compliant, accessible, and aligned with the brands promise.
Performance & Optimization
* Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
* Lead test-and-learn experiments (A/B, multivariate testing) to optimize customer experiences.
* Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement.
* Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels.
* Influence stakeholders and align priorities across multiple business units.
* Foster a culture of customer-centricity, innovation, and continuous improvement.
Required Qualifications
* Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
* Proven track record in digital product, journey, or experience management.
* Strong knowledge of digital analytics, customer research, and CX methodologies.
* Experience with journey mapping tools, A/B testing platforms, and personalization technologies.
* Ability to manage multiple projects with cross-functional teams in an Agile environment.
* Excellent communication, stakeholder management, and influencing skills.
Preferred Qualifications
* Experience in financial services, SaaS, or e-commerce customer journeys.
* Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo).
* Deep understanding of SMB customers and their digital needs.
* Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.
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