Director, Customer Journey
Date: Oct 21, 2025
Location: London, GB, WC2N 4JS
Company: Optimizely
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential!
To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
The Director, Customer Journey will design and execute personalized, scalable experiences that delight our customers and accelerate value realization. They will own the end-to-end Customer Journey across our Enterprise, Mid-Market, and Digital segments, ensuring every customer engagement, whether during pre-sales, onboarding, adoption, retention, or growth is personalized, AI first, and impactful.
By combining customer insights, AI, and automation, they’ll create trigger-based engagement programs (e.g., low adoption signals, unresolved support tickets) that proactively drive customer success. For Enterprise customers they will develop a premium experience leveraging our Executive Sponsorship program, creating memorable moments at key milestones and ensuring a 5 star experience at every touchpoint. They’ll lead a small, cross-functional team, including Marketing, Operations, Project Management, and Business Consulting resources to build a cohesive journey that increases adoption, boosts renewal and expansion, and improves overall NPS and CSAT.
Job Responsibilities
· Define and implement the Customer Journey strategy across all customer segments (Enterprise, Mid-Market, Digital).
· Design, implement and execute personalized engagement programs that span Pre-sales, Onboarding, Adoption, Retention, and Growth stages.
· Leverage AI, automation, and trigger-based workflows to scale proactive customer engagement. Drive adoption of new customer journey processes and tools, ensuring organizational alignment and change readiness
· Partner with Customer Success leadership to embed journeys into daily team workflows and customer touchpoints.
· Collaborate with Marketing, Product, and Support teams to align messaging, timing, and channels. Drive and influence cross-functional change programs to optimize the entire customer lifecycle.
· Continuously analyze journey effectiveness, measuring impact on time-to-value, product adoption, renewal, CSAT, and expansion.
· Build and lead a team including a Customer Marketing Manager, Operations Specialist, Project Manager, and Business Consultant.
· Report on journey performance, making data-driven adjustments to improve NPS, CSAT, and customer lifetime value.
· To ensure full adoption of these customer journey’s it will require organizational education and behavioral change to create a truly customer centric organization and experience.
Team Leadership & Development:
• Lead & Mentor: Recruit, hire, onboard, and continuously develop a high-performing team, fostering a culture of excellence, collaboration, and continuous learning.
• Performance Management: Set clear performance expectations, conduct regular 1:1s, provide constructive feedback, and manage performance reviews to support individual and team growth.
• Strategic Planning: Collaborate with leadership to define team goals, roadmap, and priorities, ensuring alignment with overall company objectives and customer needs.
• Resource Allocation: Effectively manage team capacity and allocate resources to customer projects, ensuring timely delivery and high-quality outcomes.
Knowledge and Experience
· 8+ years of experience in Customer Success, Customer Experience, or Lifecycle Marketing roles within SaaS.
· Proven track record of designing and executing customer journeys at scale with measurable business outcomes.
· Strong background in trigger-based campaigns, digital engagement, and lifecycle automation.
· Deep understanding of customer segmentation and how to deliver personalized experiences across tiers.
· Experience leading cross-functional teams and driving transformation.
· Data-driven mindset with expertise in journey analytics and KPIs.
· Exceptional communication and storytelling skills to inspire both customers and internal teams.
Education
Bachelors Degree (or equivalent experience)
Competencies
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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