Customer Journey Manager

<p>Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.</p><p></p><p>When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits &amp; compensation packages.</p><p></p><p>Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.</p><p></p><p>If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!</p><p></p><p>About the Role:</p><p>As a Customer Journey Manager at Gen, you are part of the Customer Support and Inside Sales department and will be part of the Voice of the Customer team. You will play a pivotal role in shaping and enhancing the end-to-end customer experience that positively contributes to CLTV. You will be responsible for mapping and analyzing the customer journey, identifying pain points, and implementing strategies to improve customer satisfaction and loyalty. You will work cross-functionally with CSIS, Product, Customer Success, and others in partnership to achieve accountability and drive improvements based on learnings from VOC and Customer Journey findings. You will be responsible for people management and building an effective and accountable team contribution.</p><p></p><p>What You Will Do In This Role::</p><p>Success for this leader will be measured by increasing the effectiveness of VOC program efforts that result in improved KPIs (i.e. NPS, retention, CLV, NetSat, CSAT). As the VOC Program leader, you will be responsible for the growth of a consumer-centric voice of the customer program, bringing clear actionable insights to drive results.</p><ul><li>Determine, communicate, and champion action that will drive the most defensible, profitable, and scalable ROI for the business.</li><li>Evolve and manage a governance structure to report on progress and drive accountability.</li><li>Ready to dive deep into customer journeys and data to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.</li><li>Possess a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data.</li><li>Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and partner experience improvements and drive close loop interactions.</li><li>Regularly communicate to leaders on objectives, achievements, and results.</li><li>Experience creating a high-performance team and oversee deliverables of the team.</li></ul><p></p><p>​What You’ll Need to be Successful in this Role:</p><ul><li>Proven solid communicator; capable of effectively presenting ideas and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and "out-of-the-box" thinking.</li><li>Skilled at cross-functional influence and well-developed relationship building skills, willing to take a leadership role driving initiatives, working across organizations, and structuring approaches to new opportunities.</li><li>Inspire the organization to listen, understand and act on customer feedback to impact change.</li><li>Possess conceptualization skills, able to take abstract ideas and materialize them into strategies and execute with little guidance.</li><li>Be self-starter who enjoys collaborating to drive success.</li><li>Experience in preparing content to various audiences and level of leaderships.</li></ul><p>​</p><p></p><p></p><p>Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and