Customer journey and channel integration specialist
Customer Journey & Channel Integration Specialist
We are looking for a Customer Journey & Channel Integration Specialist to manage and improve end-to-end customer journeys across digital and physical (phygital) channels. In this role, you will ensure that customer experiences across web, mobile, contact center, and branches feel seamless, connected, and frictionless
What you’ll do
Manage and optimize multi-channel customer journeys across digital and physical touchpoints
Analyze customer flows across web, mobile, self-service, contact center, and branches to identify friction points and drop-offs
Ensure smooth handovers between channels and teams
Initiate and drive improvements that reduce friction and increase assisted conversion
Monitor journey KPIs and channel transitions, identifying issues and setting priorities
Prepare journey analyses, root cause insights, and recommendations for stakeholders and leadership
Collaborate cross-functionally (customer service, digital, product, CRM, analytics, operations) to ensure a unified customer experience
Work with Legal and DPO teams to ensure compliance with regulatory and data protection requirements
Contribute to defining new processes, principles, and ways of working that improve customer journeys
Help clarify ownership, dependencies, and collaboration models across teams and channels
What we expect
Must have:
4+ years of experience managing or improving multi-channel customer journeys (digital + physical)
Proven ability to drive initiatives across complex organizations and manage stakeholders, priorities, and dependencies
Strong understanding of banking or similarly complex service environments
Analytical and structured thinking, with ability to identify root causes and turn insights into actions
Nice to have:
Experience working in a regulated environment (Legal, DPO, compliance)
Understanding of contact center and branch operations and their interaction with digital channels
Experience with journey performance metrics (assisted conversion, drop-off, channel transitions)
Background in transformation, operating model, or cross-functional change initiatives
What we offer
Opportunity to shape end-to-end customer experience across channels
A high-impact role working across multiple teams and functions
Hybrid work model and modern office
Competitive salary, bonuses, and growth opportunities
Monthly Salary:
2600 - 3890 Eur. gross
- Darbo sritis
- Rinkodaros ir komunikacijos departamentas
- Pareigos
- Projektų vadovas
- Vieta
- Vilnius
- Nuotolinė būsena
- Hibridinis
„AB Artea bankas“
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