Customer Journey Lead

Tuckernuck•Washington, DC

7h•Onsite

About The Position

The Customer Journey Lead is a strategic member of the Customer Experience team responsible for improving the end-to-end customer journey through customer insights, Voice of Customer reporting, CX systems management, and process optimization. This role partners cross-functionally to identify customer pain points, improve workflows, and elevate the overall customer experience across all channels. While this role has a strong focus on systems, reporting, and customer journey strategy, the Customer Journey Lead remains an active member of the CX team. This individual will maintain a strong understanding of daily operations, support escalated customer situations, and serve as a positive and collaborative resource for the broader CX team.

Requirements

3–5+ years of experience in Customer Experience, Customer Insights, E-commerce Operations, Loyalty, or related fields
Experience with platforms such as Shopify, Gladly, Yotpo, loyalty platforms, or customer analytics tools preferred
Experience working with customer reviews, Voice of Customer programs, or customer feedback analysis preferred
Familiarity with reporting and analytics tools preferred
Strong understanding of customer experience operations within a retail and e-commerce environment
Experience handling escalated customer situations with professionalism and empathy
Strong analytical and problem-solving skills with the ability to translate customer feedback into actionable insights
Experience working with CX, loyalty, or e-commerce platforms and systems
Strong working knowledge of customer support platforms such as Gladly preferred
Excellent organizational skills with strong attention to detail
Ability to manage multiple priorities and projects in a fast-paced environment
Strong written and verbal communication skills
Collaborative mindset with the ability to work cross-functionally across departments
Positive, team-oriented attitude with the ability to support team culture and morale
Comfortable balancing strategic thinking with hands-on execution
Positive attitude. Driven by an entrepreneurial spirit.
Position will require being in the Washington D.C. area.

Responsibilities

Monitor and analyze the end-to-end customer journey across e-commerce, retail, loyalty, shipping, returns, and customer support touchpoints
Identify customer pain points, operational friction, and opportunities to improve the customer experience
Develop recurring Voice of Customer reporting and share insights, trends, and recommendations with leadership and cross-functional teams
Partner cross-functionally with CX, Operations, Growth, Merchandising, Retail, and Technology teams to improve customer experience initiatives
Track customer sentiment trends across reviews, surveys, tickets, and customer feedback channels
Manage customer review platforms and moderation workflows
Analyze review trends, product feedback, and recurring customer concerns
Partner with Merchandising, Operations, and Marketing teams to escalate and address customer feedback themes
Support reporting related to customer satisfaction, reviews, ratings, and sentiment metrics
Own day-to-day administration and optimization of CX-related platforms and tools
Maintain strong working knowledge of Gladly workflows, rules, inbox management, and escalations
Support system implementations, integrations, testing, and ongoing process improvements
Partner with internal stakeholders and external vendors to troubleshoot issues and improve platform performance
Maintain documentation and workflows related to CX systems and processes
Evaluate new tools, technologies, and AI solutions that support customer experience initiatives
Build and maintain dashboards and reporting related to customer experience performance and customer journey insights
Analyze customer behavior and operational trends to support data-driven decision making
Monitor key customer metrics including CSAT, NPS, review ratings, response times, and customer friction points
Provide actionable recommendations based on customer data and insights
Serve as a point of escalation for complex or high-touch customer situations
Maintain awareness of daily CX operations and customer trends to proactively support the team
Assist with customer conversations and queue support during high-volume periods when needed
Partner closely with CX Leads on operational improvements and customer pain points
Help ensure the CX team delivers a consistent, elevated, and brand-aligned customer experience
Act as a positive and supportive presence within the CX team
Help foster strong team morale, collaboration, and communication
Support onboarding, knowledge sharing, and process education across the department
Serve as a resource for teammates on systems, workflows, and customer experience best practices