Consumer Journey Lead Manager

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI. To make a difference with us, all you need to do is bring your human best. What will your story be? Apply now! Learn more: jti.com Please apply by November 15th, 2026 Role: Permanent Location: Stockholm Reporting to: Marketing Director Scandinavia Consumer Journey Lead Manager The purpose of the role is to own the end-to-end consumer experience strategy, orchestrating all journey stages and ensuring a seamless, data-driven omnichannel experience. The role acts as the internal champion for journey design systems and methodologies, driving continuous improvement and cross-functional alignment. Position As Consumer Journey Lead Manager, you will:

• Develop and execute the consumer experience (CX) strategy, prioritising touchpoints and programs based on customer insights and business goals
• Serve as the key Point of Contact for HQ and co-lead cross-functional squads to ensure alignment and delivery of journey initiatives
• Manage the strategic vision and ongoing optimisation of the consumer journey, using journey design systems to research, measure, and orchestrate improvements
• Integrate analytics and data-driven insights to inform journey design and decision-making, leveraging best-in-class methodologies such as design thinking and customer journey mapping
• Foster a customer-centric culture by embedding journey thinking across teams and ensuring feedback loops are in place for continuous improvement
• Collaborate with product, marketing, digital, and operations teams to deliver a consistent and differentiated customer experience across all channels

Requirements

• University degree in Marketing, Business Development, Service Design, Psychology, Communication, Economics, or a related field
• 5–10 years of experience in Customer Experience, Service Design, Digital Transformation, or CRM/Omnichannel Marketing roles
• Experience from complex organisations or global brands, working across multiple business units and markets
• Proven track record of leading cross-functional teams or customer journey initiatives, ideally in an agile environment
• Experience turning customer insights into actionable improvements in products, services, or communication
• Deep expertise in journey design systems and methodologies (e.g., design thinking, journey mapping, customer-centric frameworks)
• Strong analytical and data interpretation skills, with experience in leveraging journey analytics to drive decisions
• Proven leadership in cross-functional, agile environments, with the ability to influence and align diverse teams
• Advanced communication and stakeholder management skills
• Experience implementing and optimising omnichannel consumer strategies in complex organisations

The role suits someone who can move seamlessly between strategy, analytics, and execution, and who thrives at the intersection of business development, marketing, product, and technology What to expect Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor. Are you ready to join us? Build your success story at JTI. Apply now! Next Steps: After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type. At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.