Requirements:

• 5–7+ years of professional experience in Customer Experience, Product Operations, Service Design, or a related field, ideally within a high-growth or scale-up environment.
• Demonstrated experience defining end-to-end customer journeys, conducting rigorous service journey mapping, and owning processes and procedures from an operational perspective.
• Strong strategic and analytical mindset, combined with a hands-on approach and willingness to move between strategic planning and tactical execution.
• Exceptional stakeholder management and influencing skills, with the ability to align diverse teams around customer-centric objectives without relying on formal authority.
• Strong knowledge of Lean methodologies and structured problem-solving techniques, with the ability to identify root causes and address systemic business challenges.
• Proven experience using AI and automation to identify operational inefficiencies and develop scalable solutions for customers and internal teams.
• Strong expertise in Voice of the Customer programs, including the ability to translate feedback and customer friction into actionable cross-functional improvements.
• High data literacy, with the ability to interpret reports, connect multiple data sources, quantify problems, and build evidence-based business cases.
• Demonstrated informal leadership experience, such as mentoring colleagues, leading strategic initiatives, influencing senior stakeholders, or taking ownership of increasingly complex responsibilities.
• Strong communication, collaboration, and problem-solving skills suited to a fast-paced, international environment.
• A professional certification such as Lean Six Sigma, PMP, COPC, or a comparable methodology is highly preferred.
• Experience with COPC or other high-performance Customer Experience frameworks is a plus.
• Deep understanding of how AI and automation can be leveraged throughout the customer lifecycle is an advantage.
• Experience in Travel, Travel Tech, Telecom, eSIM, or a related industry is a strong plus.

Benefits:

• Fully remote, remote-first working environment with flexibility designed to support healthy work-life balance.
• High degree of ownership and autonomy over the end-to-end customer journey.
• Opportunity to directly influence the experience of millions of customers worldwide.
• High-impact position within a rapidly scaling international organization.
• Opportunity to shape and mature the customer journey function and potentially build and lead a team over time.
• Exposure to innovative applications of AI, automation, customer insights, and operational excellence.
• Collaboration with diverse, international teams across multiple functions and markets.
• Full-time working arrangement.
• For candidates applying from outside Ireland or Portugal, the engagement may be structured as a B2B/self-employed contract, subject to the applicable arrangement.
• Mandatory onsite onboarding is required despite the fully remote nature of the role.
• Competitive compensation, with salary details discussed during the recruitment process.

How Jobgether Works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.