Customer Journey Lead, Customer Experience
Ingram Micro
35 thousand people all over the world – talented and experienced – this is the Ingram Micro team. We are a Global Technology and Supply Chain Service Provider. We respect our associates’ imagination, personality, and self-expression. We are a team of 1200+ in Bulgaria and we advance together – to оur business goals, to a better career, to our personal development.
Feel free to be who you are without fitting in a box. We ensure space for diverse talent to grow and believe that business grows because people are its engine.
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:
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Own specific end-to-end customer journeys and define future-state experience strategies
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Map customer journeys across digital and operational touchpoints
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Identify friction points, repeat failures, handoffs, and operational inefficiencies
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Partner with Product and UX teams on platform improvements
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Drive process redesign across Support, Finance, Sales, and Operations
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Lead journey redesign workshops with cross-functional stakeholders
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Define KPIs including customer effort, escalations, MTTR, and repeat contacts
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Drive automation and self-service opportunities
What You Bring:
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7+ years in customer experience, service design, product operations, consulting, or operational excellence
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Experience leading journey transformation initiatives
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Strong stakeholder management skills
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Experience in enterprise SaaS/platform businesses preferred
What we have for you:
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Competitive salary & Bonus system
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Additional health & life insurance
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Food vouchers & Transport Allowance
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Well-being Program & Multisport card
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Referral and baby bonus
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Paid holiday days increasing in time
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Language courses
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Free access to Learning Platform
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Many trainings and academies, including opportunity for ACCA certification
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Great career growth and development opportunities
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Hybrid type of work
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Modern office space with free coffee and hot beverages
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Company discounts
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Recognition awards
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Impressive parties
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Lots of social events
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A unique open-minded culture
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Trending social media accounts
*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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