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As Customer Lifecycle Manager at FlixTrain, you will own the holistic definition and continuous evolution of the FlixTrain customer experience from initial booking through arrival. You report directly to the Director of Customer Product & Ancillaries and serve as the strategic foundation for all product and communication decisions within the team, acting as the central point of contact for all customer-facing initiatives.
Key responsibilities include:
**Customer Journey Development:** You will conduct data-driven analysis of customer segments and their needs to develop deep understanding of what different customer groups expect and require from FlixTrain. You will define the overall FlixTrain customer experience positioning ("What will FlixTrain stand for in the future?") and develop core unique selling propositions per segment in close coordination with the Brand team to ensure consistent positioning.
**Target Journey Mapping:** You will create target customer journeys both at an aggregate level and segmented by customer type, serving as the concrete vision that grounds product decisions and prioritization efforts.
**Touchpoint Experience Design:** You will define the desired customer experience at each touchpoint—both digital and physical/offline—ensuring coherent experience across all channels.
**Gap Analysis & Solution Definition:** You will conduct structured gap analyses between target state and current state to identify and prioritize solutions that close experience gaps.
You will work in a dynamic, international environment where your ideas have real impact on the future of mobility. This role requires strong analytical capabilities, customer empathy, cross-functional collaboration skills, and the ability to translate customer insights into strategic product direction.
