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:

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.

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