At Dyson we are encouraged to think differently, challenge convention and be unafraid to make mistakes. We’re creative, collaborative, practical and enthusiastic.
Join a pioneering company obsessed with solving problems, not just selling products. Push boundaries in customer satisfaction and create service experiences that become benchmarks for the industry.
As a Journey Manager, you will be responsible for designing and optimizing post-purchase customer journeys. Your mission is to build customer trust and confidence to drive loyalty and advocacy. You will ensure competitive, seamless, reliable, and transparent processes and communications across post-purchase omnichannel journeys.
You will work cross-functionally with various Customer Function and wider business teams to manage journeys, identify pain points, streamline processes, enhance communications, and proactively resolve journey issues.
Key Responsibilities
Experience Strategy
Design global post-purchase journeys that are competitive, celebrate customer milestones, recognize loyalty, and are aligned to broader post-purchase and Dyson strategies.
Define and implement initiatives that enhance or rethink the post-purchase experience.
Focus on a customer centric, personalized, digital and self-service first approach while remaining strategic in omnichannel design.
Ensure each journey segment has wholistic post-purchase alignment, is scalable, and is locally relevant.
Drive increased adoption and awareness and enhanced journey engagement to support long-term satisfaction.
Build emotional connections for long-term retention.
Hear, value, and inspire customers into brand advocacy.
Journey Mapping & Optimization
Visually map journeys from the customer’s perspective; be Dyson’s key journey expert.
Continuously research, refine, and improve post-purchase journeys across all customer segments and channels.
Collate related business process maps, identify gaps, and drive action with functional owners.
Create and maintain relevant content, guides, and communication context for post-purchase journeys.
Data & Insights
Gather and analyze data and insights internally and externally to identify issues, trends, and opportunities.
Speak comfortably about benchmarking insights and how Dyson journeys compare competitively.
Define, align, track, and narrate experience KPIs.
Use insights to drive continuous improvement and enhance operational efficiency.
Hypothesize outcomes and conduct A/B testing to validate
Customer Communication & Transparency
Streamline and improve or develop proactive and clear customer communications.
Ensure customers are informed and reassured throughout the journey.
Issue Resolution & Escalation Management
Identify, track, and create continuous feedback loops for pain/friction in journeys. Articulate impact and advocate for improvement.
Intake, support, and track action against contact drivers, complaints, escalations, and negative customer sentiment.
Implement feedback loops to resolve root causes and prevent repeat issues. Effectively narrate root cause and impact analysis.
Cross-Functional Collaboration
Collaborate with various teams to align customer expectations with capabilities and drive enhancement of capabilities where they do not meet expectations.
Act as the voice of the customer in all cross-functional initiatives. Align with teams to ensure a consistent and customer-centric experience.
Partner to proactively resolve issues.
Create and maintain relevant content, guides, and communication context for post-purchase journeys in collaboration with functional owners.
Align strategy amongst wide group of stakeholders. Gain buy-in, define risk/impact, advocate for change, speak comfortably on current and future capabilities.
Ensure policies are customer friendly while maintaining compliance with local requirements.
Facilitate and engage in cross-functional workshops to embed customer voice in business processes.
4+ years of experience in customer experience, operations, lifecycle or product marketing, product management, service design, or journey management.
Strong understanding of processes, systems, and customer expectations.
Experience with journey mapping, service design, and customer feedback platforms.
Analytical mindset with the ability to translate data into actionable improvements.
Excellent communication and stakeholder management skills.
Experience in e-commerce, retail, connected devices, omnichannel support environment, B2B and B2C are a plus.
Experience in various software including/not limited to: Mixpanel, Amplitude, Tableau, Salesforce, Gainsight, Totango, Miro, Lucidchart, Medallia, Qualtrics, SurveyMonkey, Typeform
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.