Customer Journey Manager – Digital Experience & Commercial Impact

We’re more than a company—we’re a global leader committed to helping everyone live digitally safe. Our family of brands—Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner—brings together world-class talent and technology to protect over 500 million people worldwide. We foster an inclusive workplace where well-being matters, because when you thrive, you do your best work. If you’re ready to push boundaries, bring bold ideas and be part of something bigger, join #TeamGen. How We Work Our hybrid work style (3 days in the Prague office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it’s flexible enough to give you the space to do your best work. About the role As a Customer Journey Manager, you own how customers experience our cybersecurity and identity products—from first engagement through onboarding, everyday use, support and renewal. You’re accountable for end-to-end journeys that are intuitive, trusted and commercially effective across all touchpoints, including digital platforms and contact centre operations. You’ll turn customer insight into meaningful business improvement by identifying high-impact opportunities, building strong evidence and commercial rationale, and influencing teams to act. Using data and AI-driven insight, you’ll move initiatives from observation to delivery and ensure CX improvements are prioritised and realised. What You’ll Do Own end-to-end customer journeys across our digital security and identity products (acquisition → onboarding → usage → support → renewal/advocacy). Map, monitor and evolve journeys using journey-management tools, reflecting both customer needs and operational reality. Identify and size CX opportunities by synthesising qualitative feedback, operational metrics and behavioural data; build clear business cases tied to commercial outcomes such as activation, retention and reduced churn or cost-to-serve. Challenge assumptions and influence action through data-led storytelling and prioritisation. Partner closely with Product, Design, Data & Analytics, Marketing, Engineering and Service Operations to embed CX priorities into roadmaps and delivery plans. Improve data maturity by identifying gaps, defining requirements and articulating the value of better instrumentation and new data sources. Experiment with AI to accelerate insight generation and enable predictive or personalised CX improvements. Drive rapid learning through experimentation, ensuring initiatives measure what matters and deliver real customer and business impact. Define and report journey health KPIs that link CX metrics (e.g. NPS, effort, adoption) to commercial performance (e.g. conversion, retention, ARPU, cost-to-serve). What You’ll Need to Be Successful in This Role Proven experience in customer experience, journey management or service design for digital products or services. Strong analytical mindset, comfortable working with imperfect or evolving data. Commercial acumen, with experience linking CX improvements to measurable business outcomes. Clear, compelling communication skills and confidence influencing senior stakeholders. Experience delivering cross-functionally in complex organisations. Hands-on experience with journey mapping/management tools (e.g. Smaply, TheyDo). Working knowledge of how AI, automation and analytics can enhance customer journeys (no model-building required). Proactive, outcomes-driven approach with a strong sense of ownership. Nice to have:  experience in cybersecurity, identity, insurance or subscription services; familiarity with CX measurement platforms, experimentation frameworks, CRM, digital and contact-centre data; experience shaping instrumentation with product and engineering teams. Benefits Unlimited PTO (paid time off). Cafeteria points via Benefit Plus (meal plan, pension insurance, travel, free-time activities, multisport card and more). Tui ... (truncated, view full listing at source)