Customer Journey Design Program Manager

As the Customer Journey Design Program Manager, you will be responsible for designing, mapping, and continuously refining the end-to-end customer journey across all key lifecycle stages — from awareness to advocacy. You will work cross-functionally with internal teams (Sales, Studio, Service, Delivery, IT, Marketing) and regional markets to ensure a seamless, emotionally engaging, and operationally efficient customer experience that reflects Lucid’s values and innovation. 

This role requires a strategic thinker with a design mindset, deep customer empathy, and a data-informed approach to experience optimization. 

The role:

• Lead the development of holistic journey maps across multiple personas and countries, capturing physical, digital, and emotional touchpoints. 

• Document the current (“As-Is”) journeys and design the ideal future-state (“To-Be”) journeys across Sales, Delivery, Ownership, and Service phases. 

• Facilitate workshops with stakeholders to uncover pain points, unmet needs, and opportunities for innovation. 

• Translate customer journey insights into service blueprints and operational requirements for product, retail, and digital teams. 

• Partner with IT and Operations to digitize and automate friction-heavy processes. 

• Ensure alignment across departments to avoid gaps, duplication, or contradictions in the journey. 

• Define measurable experience success criteria for each journey stage (e.g., ease, satisfaction, conversion, resolution time). 

• Collaborate with the Customer Experience Program Coordinator and Analytics team to integrate journey-stage data into performance dashboards. 

• Track and report on journey performance, prioritizing redesigns based on impact potential. 

• Drive a test-and-learn approach to pilot new touchpoints and engagement models. 

• Stay ahead of customer expectations by researching CX trends, luxury standards, and digital innovation in Europe. 

• Advocate for design thinking methodologies across the organization. 

Qualifications:

Required: 

• 4+ years of experience in Customer Experience, Design, or CX Strategy roles. 

• Hands-on experience with journey mapping, CX blueprinting, and cross-channel experience design. 

• Strong facilitation skills to lead ideation workshops and stakeholder alignment sessions. 

• Experience with digital product development and agile project delivery. 

• Proven expertise in Design Thinking, with the ability to lead human-centered problem-solving sessions and translate customer needs into actionable business and product strategies. 

• Fluent in English with strong storytelling, presentation, and stakeholder engagement skills. 

 Preferred:

• Background in premium automotive, luxury consumer brands, or high-touch service environments. 

• Experience working in fast-paced, high-growth environments or scale-up organizations. 
• Familiarity with Voice of Customer (VoC) data and behavioural insights.
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