Head of Customer Journey

We're looking for a builder-someone who has founded, shipped or scaled products from 0 to 1-to reinvent the customer journey at MyRepublic. You'll operate as the founder of customer journey: set the vision, own the roadmap and ship.

Build & ship

• Partner with the in-house IT team to scope, design and deliver new systems, features and digital touchpoints across the customer journey.

• Translate customer insights into technical requirements, user stories and delivery roadmaps.

• Prototype solutions and contribute to technical design, configuration or lightweight implementation.

• Own the tooling roadmap: self-service portals, customer apps, support workflows, journey analytics and CRM capabilities.

Customer journey & experience strategy

• Own the full customer journey end-to-end: onboarding, activation, usage, support and retention.

• Identify friction points using qualitative feedback, behavioural data and journey analytics.

• Partner with Product, Sales and Marketing to design customer-first, differentiated experiences.

Measurement & people leadership

• Define and track KPIs: NPS, CSAT, churn reduction, incremental revenue, journey completion rates and feature adoption.

• Instrument new systems and features to measure impact post-launch.

• Build, manage and mentor the customer journey team with the urgency and standards of an early-stage company.

What we're looking for

• Bachelor's degree in Business, Computer Science or related field preferred.

• 8+ years across customer journey, product, technical or founder roles, with demonstrable build experience.

• Track record of shipping systems, digital products or 0-to-1 ventures that measurably improved customer outcomes.

• Hands-on development or technical build background (software engineering, technical product management, low-code/no-code or CX/CRM implementation).

• Strong understanding of customer experience frameworks, journey mapping and the tooling landscape.

• Strong project management, analytical and communication skills across technical and non-technical stakeholders.