Director, Customer Journey

Join to apply for the Director, Customer Journey role at Optimizely.At Optimizely, our mission is to help people unlock their digital potential by reinventing how marketing and product teams build and optimize digital experiences across all channels. With Optimizely One, our industry‑first operating system for marketers, we offer flexible, fully SaaS, and highly composable solutions that empower teams worldwide. We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich customer lifetime value and grow their brands. Recognized by Gartner, Forrester, and IDC, Optimizely is a trailblazer in MarTech and fosters a culture where every voice is heard and valued. 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 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 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. Ensure full adoption of these customer journeys through organizational education and behavioral change to create a truly customer‑centric 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. Strategic Planning: Collaborate with leadership to define team goals, roadmap, and priorities, ensuring alignment with 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 delivering 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 customers and internal teams. Education Bachelor’s Degree (or equivalent experience). Competencies Championing Customer Needs Developing Plans Driving Continuous Improvement Interacting with People at Different Levels Solving Complex Problems 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. #J-18808-Ljbffr