Customer Journey Lead, Customer Experience

About the role

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.

Responsibilities

• 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

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description:

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