CX Design Lead / Customer Journey Architect

About the Role

We are looking for a CX Design Lead who will own the end-to-end Customer Journey within one of the most complex and high-load marketing domains: Monetization.

Today, multiple teams independently launch popups, CRM messages, and promotions.
Our goal is to turn channel chaos into a coherent, controlled, and effective customer journey.

This role is not about channels.
It is not about visuals or UI.
It is about logic, structure, and timing.

• Design and maintain the Customer Journey Map across all stages:

  • Onboarding

  • Activation

  • Retention

  • Reactivation

• Define:

  • which communications are allowed at each stage,

  • which triggers activate them,

  • which messages have priority.

• Coordinate CRM, Promotions, Bonus Engine, and Customer Care.

• Prevent communication conflicts and overlaps.

• Create a unified meaning and logic across all customer messages.

• Make final decisions on popups, messaging, and communication frequency.

• Work with CJM analytics and improve key journey metrics.

• 5+ years of experience in roles such as:

  • CX / Customer Journey,

  • Lifecycle Marketing,

  • Product Marketing (funnels).

• Hands-on experience building CJMs and communication scenarios.

• Ability to lead through influence rather than direct authority.

• Strong systems thinking.

• Excellent sense of copy, messaging, and user logic.

• Experience with CRM systems and trigger-based communications.

• Experience in iGaming, betting, fintech, or subscription businesses.

• Work with bonus or reward systems.

• A/B testing of communications.

• Understanding of behavioral psychology and user motivation.

• This is one key role, not a department.

• You will not execute campaigns manually.

• You will have the final say on customer communication logic.

• Success is measured by metrics, not by activity volume.

• True ownership of the customer journey.

• Direct impact on monetization and LTV.

• Work with a strong team and a complex product.

• Opportunity to build the CX function from scratch.

• Competitive compensation.