Senior Customer Experience Manager

At Journi, a creative tech company and Austrias most innovative start-up of 2024, were building the worlds #1 most-downloaded printing app. Our app empowers customers to effortlessly create beautiful photo books and other print products. Using AI technology, we automatically create personalized designs based on the content our users want to print. Be part of a team of highly motivated and like-minded individuals who you can learn from - and who are excited to learn from you too! As a Senior Customer Experience Manager, youll play a key role in shaping and optimizing the customer journey at Journi. Youll develop and drive CX strategies, ensuring a data-driven approach to enhance customer satisfaction, retention, and advocacy. This role requires strategic thinking, hands-on project management, and cross-functional collaboration to elevate our customer experience.

• Work environment: Work full time (38.5 h/w) and work with a passionate, motivated and international Journi team

• Shape the CX Strategy - Define and implement CX initiatives that align with Journis vision, aligning all stakeholders around common CX guiding principles

• Turn Data into Impact - Analyze customer feedback, trends, and behaviors to uncover opportunities and proactively share insights

• Optimize Journeys & Tools - Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience

• Lead & Elevate the Team - Drive major CX projects, collaborate cross-functionally, and mentor team members to grow their expertise

• Connect & Collaborate - Partner with Product, Marketing, and Customer Happiness teams to create seamless customer experiences

• 4+ years in Customer Experience roles, ideally in IT and B2C e-commerce, with leadership potential

• Proven ability to develop and implement CX strategies from scratch

• Expertise in data analysis, CX methods, and journey mapping

• Experience managing CX tools, UX research, and usability testing

• Strong analytical mindset and project management skills

• Ability to train and motivate teams for best CX practices

• Up-to-date on CX tools, trends, and best practices

• Skilled in cross-functional teamwork, stakeholder management, and driving product decisions

• Proactive and hands-on problem solver with strong communication and presentation skills - youre comfortable taking initiative and speaking in front of others

• EU citizenship or a valid work visa for Austria (were unable to provide sponsorship at this time)

• Willingness to relocate to Vienna or already based here - because who wouldnt want to live in the worlds most liveable city?

• Relevant certifications in customer experience management (e.g., CCXP)

• Experience using various CX tools: Survey Monkey, Zendesk, Qualtrics, Amplitude, etc.

A happy team makes for a happy workplace. We wouldnt be able to do what we are doing without our team and thats why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting at EUR 50.000. Our final offer depends on your experience and qualifications amongst other factors.

• Vacation goals: 25 days off per year, plus 1 extra day for every year you stick around (up to 5 extra days!)
• A space to thrive: a fun, bright and award-winning office built by the Journi Team, complete with ping-pong and foosball tables to blow off steam
• Work your way: enjoy a hybrid working model with 40% home office days and flexible hours (core hours: 10am-4pm Mo-Th; and 10am-2pm Fri)
• Lunch on us: receive a €5.50 Pluxee voucher per working day
• Go places: we reimburse your public transport card for Vienna €365 yearly
• Plan for tomorrow: additional €300 yearly towards your private pension fund
• Team first: join our yearly team-building Journi to exciting destinations
• Mac your life easier: with a company MacBook, also available for personal use
• Refresh and recharge: in-house or online yoga sessions every two weeks
• Stay healthy: regular in-house health check with Haelsi
• Unlock language skills: with a premium Busuu App membership
• Professional development: Access to resources, courses, and learning programs to help you excel in your role
• Boost your German: weekly in-house lessons in small groups
• Fuel your day: fruits, cereals, yogurt, and milk variations — on the house
• Brew up productivity: Italian-style coffee and teas in our coffee kitchen
• Special treatment: enjoy a premium membership on all Journi products

What to Expect After You Apply

• Intro Call with the People & Culture Team (30min)

• General Interview with the Hiring Team (45min)

• Challenge

• Technical interview with the Hiring Team (1h)

• Final Interview with the Leadership Team (1h)

We are proud to promote inclusion and diversity at Journi - no matter what race, nationality, gender, religion or sexual orientation - there is always a space for exceptional individuals in our team. At Journi, our mission is to build the most customer-centric way to hold onto your memories. We leverage the power of massive amounts of data and modern AI to enable people to print their memories as easily as taking pictures using the Journi Print app. The smart algorithm in the Journi apps processes 1,000 photos within less than 30 seconds to find the perfect photo layout. You capture the moments and we enable you to convert these into beautiful print products within seconds. We believe in innovation, collaboration and a future where digital and print go hand in hand to preserve lasting memories. We want to become the leading destination to share and print your moments. We have already inspired more than 5 million users around the globe and established Journi as a key player in a booming market, however, we have only scratched the surface of our potential. We are a startup and the creators of the most successful photo and print apps on the market. The Journi apps are downloaded and used by millions of users worldwide. We have been featured by Apple and Google over 20k times and have been covered by Forbes, the L.A. Times, TNW, Techcrunch and many more. At Journi, we look for exceptionally motivated people to become a member of our innovative team of 65+ people from all around the world. People who are passionate about solving challenges and making decisions that impact the success of the company. If you think this could be you, why not send us your application? ;)

Information :

• Company : Journi GmbH
• Position : Senior Customer Experience Manager
• Location : Homeoffice in Wien, W
• Country : AT