Senior Manager Customer Journey Strategy

Role overview

Journey strategy and measurement

• Creates end-to-end journey strategy across Travel, Loyalty and Partners.
• Leads strategy that reconciles customer, commercial, operational and regulatory factors.
• Develops an overarching measurement framework across journeys.
• Defines systems, processes and tools to track journey performance, including journey mapping and use-case documentation.

Stakeholders and G360 roadmap

• Leads enterprise-wide stakeholder engagement to align functional objectives and deliverables and determine how G360 can support them.
• Manages and develops direct reports.
• Develops a G360 use-case roadmap that accounts for risks, dependencies and enablers across travel and loyalty journeys.
• Supports use-case prioritization by connecting analysis and insight with business objectives.

Insight communication

• Distills complex data and insights for diverse stakeholders and explains how they can improve journeys, products, services and functional execution.

Qualifications and experience

• Requires 10–12 years in customer insights, CX or strategy roles in service-oriented industries, focused on customer and commercial outcomes.
• Bachelor’s degree; MBA or postgraduate qualification is desirable.
• CDP platform experience, including Adobe Suite or Braze, is highly regarded.
• Design Thinking, Behavioural Science, or Generative or Agentic AI for business transformation qualifications are advantageous.

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