We're Hiring: Customer Journey Owner Manager (CJ Owner)
Location: Ho Chi Minh City
Start Date: Q1 2026
Language Requirement: Fluent in English (direct reporting to an international leader)
Industry Preference: Financial Services/ Banking
About the Role
We are looking for a Customer Journey Owner Manager to join our transformation team and lead the design, operation, and continuous improvement of key customer journeys. This role is critical in ensuring a seamless, positive experience for our customers while driving operational excellence.
Key Responsibilities
- Manage Specific Customer Journeys:
- Maintain and update journey maps.
- Ensure touchpoints align with objectives and deliver consistent experiences.
- Monitor Metrics & Analyze Performance:
- Track CSAT, NPS, conversion rates, processing times, and more.
- Collaborate with analytics teams to generate actionable insights.
- Drive Journey Improvements:
- Work cross-functionally to implement changes.
- Monitor progress and evaluate post-improvement impact.
- Handle Customer Feedback:
- Capture and analyze feedback to propose enhancements.
- Resolve journey bottlenecks effectively.
What We're Looking For
- Education: Bachelor's degree in business, or related fields.
- Experience: Minimum 5 years in customer experience, service, or product-related roles.
- Proven track record in designing and managing customer journeys, CVP development, and GTM strategies for industry segments.
- Skills & Knowledge: Strong understanding of customer journey mapping and experience measurement tools.
- Ability to interpret data and analytics reports.
- Excellent collaboration and communication skills.
- Preferred Certifications: Design Thinking
- Customer Experience or Data Analytics courses
Why Join Us
- Be part of a strategic transformation initiative impacting millions of customers.
- Work in a dynamic, cross-functional environment with global exposure.
- Opportunity to shape end-to-end journeys and deliver tangible improvements in customer experience.
Ready to make an impact Apply now and help us redefine customer experience!
