Customer Journey Lead
$65,000–$75,000 year
On-site · Washington, District of Columbia, United States
Job Summary
Customer Journey Lead responsible for improving end-to-end customer experience across e-commerce, retail, loyalty, shipping, returns, and customer support. Own Voice of Customer reporting, CX systems management (Gladly workflows, inbox management, escalations), and process optimization. Partner cross-functionally with CX, Operations, Growth, Merchandising, Retail, and Technology to identify pain points, track sentiment, and implement data-driven improvements. Build and maintain dashboards and reporting on CSAT, NPS, review ratings, and other customer metrics; monitor reviews, product feedback, and recurring concerns; support system implementations and evaluate new tools and AI solutions. Requires 3–5+ years in related fields; DC-based, in-person role; compensation around $65,000–$75,000; strong analytical, communication, and collaboration skills.
Required Qualifications
- 3–5+ years of experience in Customer Experience, Customer Insights, E-commerce Operations, Loyalty, or related fields
- Experience with platforms such as Shopify, Gladly, Yotpo, loyalty platforms, or customer analytics tools
- Experience working with customer reviews, Voice of Customer programs, or customer feedback analysis
- Familiarity with reporting and analytics tools
- Strong written and verbal communication skills
- Collaborative mindset with cross-functional teamwork
- Ability to manage multiple priorities in a fast-paced environment
- Positive, entrepreneurial spirit with willingness to balance strategic thinking and hands-on execution
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