Head of Customer Journey

About the role

MyRepublic is seeking a visionary builder to own and reinvent the entire customer journey. You will act as the founder of the customer experience function, shaping strategy, roadmap, and delivery of digital touchpoints that drive growth and loyalty.

Key responsibilities

• Define the vision and roadmap for self‑service portals, customer apps, support workflows, journey analytics, and CRM capabilities.
• Partner with IT to scope, design, and ship new systems and features across onboarding, activation, usage, support, and retention.
• Translate customer insights into technical requirements, user stories, and delivery plans.
• Prototype solutions, contribute to technical design, and implement lightweight solutions to accelerate delivery.
• Measure and improve KPIs such as NPS, CSAT, churn, revenue, completion rates, and feature adoption.
• Lead cross‑functional rituals (sprint reviews, roadmap planning, launch retros) to keep product, engineering, and data teams aligned.
• Serve as the voice of the customer in executive discussions and product decisions.

Required profile

• 8+ years of progressive experience in customer journey, product, or technical leadership roles.
• Proven track record of shipping digital products or 0‑to‑1 ventures that improved customer outcomes.
• Experience collaborating with IT and product teams on end‑to‑end delivery.
• Prior founder, co‑founder, or technical product leadership experience is a plus.
• Bachelor’s degree in Business, Computer Science, or related field preferred.

Required skills

• Software engineering
• Technical product management
• Low‑code / no‑code development platforms