Customer Journey Lead, Customer Experience

Customer Journey Lead (M Level)

Platform Services & Support (PSS) – Customer Experience

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. Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow — it’ll be a fun journey!

Overview

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.

What You’ll Do

· Own specific end-to-end customer journeys and define future-state experience strategies

· Map customer journeys across digital and operational touchpoints

· Identify friction points, repeat failures, handoffs, and operational inefficiencies

· Partner with Product and UX teams on platform improvements

· Drive process redesign across Support, Finance, Sales, and Operations

· Lead journey redesign workshops with cross-functional stakeholders

· Define KPIs including customer effort, escalations, MTTR, and repeat contacts

· Drive automation and self-service opportunities

What You Bring

· 7+ years in customer experience, service design, product operations, consulting, or operational excellence

· Experience leading journey transformation initiatives

· Strong stakeholder management skills

· Experience in enterprise SaaS/platform businesses preferred

Why Join Us

You’ll help shape the future of customer experience at one of the world’s largest technology distributors as we transform into a platform-first, AI-enabled organization.