Customer Journey & Insights Lead

Manychat, Inc.•Amsterdam, NY

49d•Hybrid

About The Position

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 is a senior individual contributor role (no direct reports initially) that wins by influence - bringing clear evidence, shared language, and operating frameworks so Manychat users get more value, even faster than today.

Requirements

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.

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.

Benefits

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.

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