Customer Journey

Customer Journey & Insights Lead role at Manychat Manychat is a leading Chat Marketing platform helping businesses engage with customers on Instagram, Facebook Messenger, WhatsApp, and Telegram. Trusted by over 1 million brands in 170+ countries, Manychat is an official Meta Business Partner supported by investors like Bessemer Venture Partners. Across more than 230 teammates in international offices (Austin, Barcelona, Yerevan, São Paulo, Amsterdam), we improve ROI and help our customers grow faster. What We’re Looking For We’re seeking a Customer Journey & Insights Lead to optimize our end‑to‑end customer experience journey, establish a clear Voice of the Customer cadence, and align CX, Product, and Marketing on customer‑focused outcomes. This senior individual‑contributor role (no direct reports initially) wins by influence—bringing clear evidence, shared language, and operating frameworks so Manychat users gain more value, even faster than today. Responsibilities Map out the CX Journey, highlighting key user pains & frictions (current → target state), co‑managed with Product/Design/Marketing/CX; standardized and refreshed quarterly. Define a small, stable CX Scorecard (e.g., Contact Rate, Self‑Service Success, Time‑to‑First‑Value, Customer Effort Score) with single‑source‑of‑truth reporting. Run a regular VOC cadence: synthesize tickets/research/community/product analytics into 3–5 decisions with owners and expected impact; track before/after results. Partner with Scaled CX on the digital, one‑to‑many experience (Help Center, Community, Academy) and with CX Ops on intents/taxonomy/measurement across FIN AI & Zendesk. Collaborate with Product to curate the Top User Pains/Insights monthly and develop removal/mitigation plans; publish impact stories that tie to activation/NRR/churn. Tell the story: clear memos and dashboards that translate customer experience metrics into business outcomes (activation, retention/NRR, cost‑to‑serve). Collaborate with the Head of CX on how the Customer Experience at Manychat could look several years ahead from now. Qualifications 6–8 years in product management, service design, CX strategy, or research/insights, ideally in SaaS/PLG; a portfolio that shows journey maps that led to measurable change. Demonstrated ability to turn noisy signals into decisions (trade‑offs, owners, timelines) and to influence cross‑functionally without authority. Strong analytics literacy: comfort with both product analytics & CX data; can define operational metrics & guardrails; proficiency with Sheets/BI (SQL a plus). Excellent facilitation & writing—both CJM deep dives & crisp exec one‑pagers. Familiarity with Help Center/Community/Education ecosystems; AI‑literate (can partner with Ops on intents, routing, and measurement). High integrity, low ego, and a bias to decide at 70% confidence for reversible bets. What We Offer Remote onboarding and probation period for candidates outside of Amsterdam. Relocation support for you and your family. Professional development budget for relevant conference tickets, training programs, or courses. Flexible benefits plan to customize your own perks. Comprehensive health insurance for you, your partner, and your kids. Free meals and snacks in the office. Hybrid format to split your time between the comforts of home and collaborative WeWork spaces. Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance. This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success. #J-18808-Ljbffr