Customer Journey Manager

We’re seeking for a motivated and hands-on Customer Journey Manager to join our team and take charge of how customers experience AVA at every step. This role is all about improving every stage of the customer lifecycle, working closely with multiple teams to help turn AVA into a real hybrid and customer-focused company.

Primary Purpose of the Role

The Customer Journey Manager will lead the end-to-end customer interaction strategy and roadmap. You’ll be responsible for improving and connecting all touchpoints—online and offline—with a strong focus on adding automation and the use of AI tools. We’re looking for someone who’s comfortable running A/B tests, tracking behavior, base decisions on numbers and always push for smarter, more seamless experiences across the board. Your work will support online performance and help us scale efficiently while keeping customers engaged and satisfied.

Responsibilities:

Own and map the full customer journey across all channels and platforms.

Lead, Work and constantly collaborate with marketing, product, CS, sales, and retention teams to constantly improve the customer experience.

Lead and run A/B testing and experiments across different touchpoints to optimize results.Identify gaps and pain points, and take action to improve retention and satisfaction.

Find and use AI and automation tools to build scalable, personalized experiences.

Push forward automation projects that help reduce manual effort and improve customer interaction.

Support testing of new product flows and provide feedback based on customer behavior.

Use insights from funnels, CRM, and platform data to understand what customers need and where we can improve.

Lead improvements in onboarding, lifecycle communication, and customer engagement.

Collaborate on building better journeys and transforming our services with smarter tools and processes.

Focus on touchpoints that can drive more value, improve satisfaction, and increase customer lifetime value.

Act as the customer voice internally and make sure every change supports a better customer journey.

Align with compliance and regulation requirements but always think about the customer first.

Requirements:

Experience working in cross-functional teams and matrix environments.

Ability to juggle multiple projects and work with different teams at the same time.

Solid understanding of online customer flows—marketing, sales, support, product.

Quick to adapt to changes.

Comfortable working with data and turning insights into action.

Good communication skills—able to clearly share ideas and drive projects forward.

Hands-on experience with journey mapping, automation platforms, and customer tools.

Practical experience using or implementing AI-driven tools to improve CX.

Desirable Experience

Background in fintech, online trading.

Experience with CFD, forex, or similar trading systems.

Familiar with MetaTrader, cTrader, or proprietary platforms.

Advantage – Experience implementing AI, chatbots, or automation tools to scale engagement.