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.
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Design and maintain the Customer Journey Map across all stages:
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Onboarding
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Activation
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Retention
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Reactivation
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Define:
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which communications are allowed at each stage,
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which triggers activate them,
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which messages have priority.
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Coordinate CRM, Promotions, Bonus Engine, and Customer Care.
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Prevent communication conflicts and overlaps.
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Create a unified meaning and logic across all customer messages.
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Make final decisions on popups, messaging, and communication frequency.
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Work with CJM analytics and improve key journey metrics.
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5+ years of experience in roles such as:
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CX / Customer Journey,
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Lifecycle Marketing,
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Product Marketing (funnels).
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Hands-on experience building CJMs and communication scenarios.
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Ability to lead through influence rather than direct authority.
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Strong systems thinking.
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Excellent sense of copy, messaging, and user logic.
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Experience with CRM systems and trigger-based communications.
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Experience in iGaming, betting, fintech, or subscription businesses.
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Work with bonus or reward systems.
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A/B testing of communications.
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Understanding of behavioral psychology and user motivation.
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This is one key role, not a department.
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You will not execute campaigns manually.
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You will have the final say on customer communication logic.
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Success is measured by metrics, not by activity volume.
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True ownership of the customer journey.
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Direct impact on monetization and LTV.
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Work with a strong team and a complex product.
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Opportunity to build the CX function from scratch.
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Competitive compensation.
