Customer Experience & Research Lead

Full-time · Vienna

At Journi, a creative tech company and Austria's most innovative start-up of 2024, we’re building the world’s #1 most-downloaded printing app. Our app empowers customers to effortlessly create beautiful photo books and other print products. Using AI technology, we automatically create personalized designs based on the content our users want to print. Be part of a team of highly motivated and like-minded individuals who you can learn from—and who are excited to learn from you too!

We're seeking a Customer Experience & Research Lead to drive seamless and engaging user journeys, ensuring every interaction with Journi is intuitive, enjoyable, and impactful. In this key role, you'll lead and grow our XD & Customer Insights Team, which includes Customer Experience experts, UI/UX Designers, and collaborate with Data Analysts. Together, you'll gather qualitative and quantitative insights to inform cross-functional teams in enhancing every touchpoint of our customer experience, shaping how users connect with our products and services.

➤ WHAT YOU'LL DO

• Grow, manage, train, and mentor your Customer Experience and UI/UX teams while collaborating with Data teams, fostering smooth teamwork and continuous learning to drive impactful experiences.

• Strategically guide your team to collect and analyze qualitative and quantitative data, supporting product teams in making informed decisions.

• Build and refine processes within your team, and collaborative processes with product teams to ensure efficiency and effectiveness.

• Report to and collaborate closely with our Chief Product Officer, helping to build the right products for our users while also fostering an outstanding team culture.

• Support our Product Design Lead in gathering user insights and provide key behavioral data to help them design better experiences.

• Own the customer lifecycle from the moment they see a Journi ad to holding a book in their hands and reordering: Map it out with your team, know it inside-out, understand what users love and where they struggle, continuously monitor it, and identify gaps and opportunities.

• Be hands-on when needed, actively conduct user interviews, surveys, focus groups, or build data dashboards and funnel analysis to gather insights.

• Stay up to date with the latest customer experience and research trends, by guiding your team on which best methodologies to use and when. 

➤ YOUR BAG OF TRICKS

• 6+ years of experience & background in Customer Research, Data Analytics and/or Customer Experience, including 2+ years in leadership roles.

• Proven ability to grow, build, and manage teams and processes.

• Experience in customer research methodologies (focus groups, user interviews, surveys, market research) and the ability to select the right approach for different needs.

• Analytical and strategic mindset – comfortable working with data and CX tools like SurveyMonkey, Upvoty, Amplitude, Google Analytics, Tableau.

• Strong track record of research that supported product teams with data and user insights to deliver a better customer experience with outstanding results. 

• Ability to guide teams on research priorities, ensuring focus on the right insights.

• Deep understanding of the customer lifecycle and user personas - how to analyze behavioral data, act on findings, present results, and make impactful recommendations to product teams.

➤ NICE-TO-HAVES

• Experience in a startup, tech, e-commerce, or mobile app environment.

• Hands-on experience with customer journey mapping and optimizing customer touchpoints.

• Experience working closely with Product Designers and/or UI/UX Designers to translate research into action.

• Case studies illustrating the impact of your work.

➤ WHAT WE OFFER

A happy team makes for a happy workplace. We wouldn’t be able to do what we are doing without our team, and that’s why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting at EUR 70.000. Our final offer depends on your experience and qualifications amongst other factors.

Plus, a bunch of awesome social benefits, such as:

• Vacation goals: 25 days off per year, plus 1 extra day for every year you stick around (up to 5 extra days!)

• A space to thrive: a fun, bright, and award-winning office built by the Journi Team, complete with ping-pong and foosball tables to blow off steam

• Work your way: enjoy a hybrid working model with 40% home office days and flexible hours (core hours: 10 am-4 pm Mo-Th; and 10 am-2 pm Fri)

• Lunch on us: we offer various lunch options

• Go places: we reimburse your public transport card for Vienna €365 yearly

• Plan for tomorrow: additional €300 yearly towards your private pension fund

• Team first: join our yearly team-building Journi to exciting destinations

• Mac your life easier: with a company MacBook, also available for personal use

• Refresh and recharge: in-house or online yoga sessions every two weeks

• Stay healthy: regular in-house health check with Haelsi

• Unlock language skills: with a premium Busuu App membership

• Professional development: Access to resources, courses, and learning programs to help you excel in your role

• Boost your German: weekly in-house lessons in small groups

• Fuel your day: fruits, cereals, yogurt, and milk variations — on the house

• Brew up productivity: Italian-style coffee and teas in our coffee kitchen

• Special treatment: enjoy a premium membership on all Journi products

What to Expect After You Apply

• Intro Call with the People & Culture Team (30 min.)

• Technical Interview (45 min.)

• Challenge 

• Leadership Interview (1h)

• Final Interview (1,5h)

We’d love to hear from you - please include your CV and cover letter with your application!

Nada

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Talent Acquisition Manager