Customer Journey Lead Customer Experience

**It's fun to work in a company where people truly BELIEVE in what they're doing!** Job Description:  **Who we are:** Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. **What you will do:** The Customer Journey Lead will own and optimize critical end-to-end customer journeys across both platform and non-platform touchpoints. This role is responsible for identifying friction, redesigning experiences, and driving measurable improvements across onboarding, support, billing, renewals, presales, and escalations. **You Will:** * Own specific end-to-end customer journeys and define future-state experience strategies * Map customer journeys across digital and operational touchpoints * Identify friction points, repeat failures, handoffs, and operational inefficiencies * Partner with Product and UX teams on platform improvements * Drive process redesign across Support, Finance, Sales, and Operations * Lead journey redesign workshops with cross-functional stakeholders * Define KPIs including customer effort, escalations, MTTR, and repeat contacts * Drive automation and self-service opportunities **What You Bring:** * 7+ years in customer experience, service design, product operations, consulting, or operational excellence * Experience leading journey transformation initiatives * Strong stakeholder management skills * Experience in enterprise SaaS/platform businesses preferred **What we have for you:** * Competitive salary & Bonus system * Additional health & life insurance * Food vouchers & Transport Allowance * Well-being Program & Multisport card * Referral and baby bonus * Paid holiday days increasing in time * Language courses * Free access to Learning Platform * Many trainings and academies, including opportunity for ACCA certification * Great career growth and development opportunities  * Hybrid type of work  * Modern office space with free coffee and hot beverages * Company discounts * Recognition awards * Impressive parties * Lots of social events * A unique open-minded culture * Trending social media accounts   **Join our big family now!**  _\*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro._ #LI-Hybrid #LI-VA1 #IngramMicroBulgaria