theydo - Principal Journey Management Coach
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Requirements
• Experience working in complex enterprise environments with multiple functions and senior stakeholders • A background in CX, operating models, business or digital transformation, or enterprise change • Experience working with Product, Operations, and Transformation teams—not only CX • Proven success in senior, customer-facing advisory, consulting, or enablement roles • Experience supporting long-running enterprise engagements and commercial outcomes • Senior Stakeholder & Delivery Leadership • Comfortable engaging Directors, VPs, and executive sponsors as a trusted advisor • Strong facilitation skills for senior and cross-functional working sessions • Able to turn ambiguity into clear priorities, ownership, and next steps • Confident influencing without formal authority • Value & Commercial Acumen • Able to connect work to measurable business outcomes and ROI • Comfortable supporting renewal and expansion conversations • Experienced partnering with Customer Success and Sales teams in enterprise contexts • Practice & Coaching Mindset • Experience mentoring or supporting other practitioners • Interested in improving how journey management is delivered at scale • Able to balance customer-specific needs with scalable ways of working • You thrive with autonomy and accountability • You’re comfortable operating in complexity and ambiguity • You think in systems, not silos • You communicate clearly and confidently with senior audiences • Why You Shouldn’t Apply • You prefer defining vision without owning execution • If you enjoy workshops more than long-term adoption and outcomes • If you’re uncomfortable navigating enterprise politics and trade-offs • If ambiguity feels frustrating rather than energising • But, if you’re excited by making journey management actually work inside large organisations, and by owning enterprise outcomes rather than slides, we should talk!
Responsibilities
• Serve as a trusted journey advisor to senior leaders across CX, Product, Operations, and Transformation in large enterprise customers • Lead strategic, post-onboarding engagements that embed journey management into decision-making and execution • Help organisations move from CX-led journey mapping to enterprise-wide journey management • Translate journey insights into prioritisation, operating models, and cross-functional ownership • Facilitate senior stakeholder and cross-functional working sessions to drive alignment and action • Reinforce journey-centric ways of working and prevent regression into siloed, feature-first approaches • Build clear value and ROI narratives in partnership with Customer Success and Account Executives • Identify adoption, maturity, and renewal risk—and actively mitigate it through coaching and intervention • Support expansion opportunities by demonstrating depth of adoption and enterprise impact • Mentor other coaches and contribute to evolving best practices and delivery standards • You’ll operate with a high degree of independence within customer accounts, while aligning closely with senior strategy leadership on the most complex, multi-year enterprise engagements. • Who You’ll Work With • On the customer side, you partner with: • CX Directors and VPs building on foundational journey work • Product leaders connecting journey insight to strategy and prioritisation • Operations and Service leaders translating insight into operational change • Transformation and Change leaders embedding journeys into enterprise programs • Executive sponsors accountable for outcomes and ROI • Internally, you work closely with: • Senior Enterprise Customer Success Managers and Account Executives • Senior journey strategy leadership on Tier 0 accounts • Other Journey Management Coaches and practice leaders • Product and Go-To-Market teams providing enterprise feedback and signals • The Outcomes You Own • Your success is measured by enterprise outcomes, not activity: • Journey management adopted across multiple functions—not siloed in CX • Journeys actively used to drive prioritisation, decisions, and execution • Clear cross-functional ownership and governance models in place • Credible, executive-ready ROI and value narratives • Strong renewal positioning and expansion readiness in enterprise accounts
Benefits
• 💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed! • 🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility. • 🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location. • 🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December. • 🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career. • 🧘♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership. • 👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover. • 👨💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered. • 🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France. • ⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously. • 🚀 Continuous growth of our benefits package as we continue to grow in size • To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.
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