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FlixTrain is seeking a Manager of Customer Product Strategy to own the holistic definition and evolution of the FlixTrain customer experience from initial booking through journey completion. Reporting directly to the Director of Customer Product & Ancillaries, you will establish the strategic foundation for all product and communication decisions within the team and serve as the central point of contact for all customer-facing initiatives.
Key responsibilities include developing target customer journeys through data-driven customer segment analysis, understanding diverse customer needs and expectations. You will define FlixTrain's positioning and unique value propositions per segment in close collaboration with the Brand team to ensure consistent messaging. You will create comprehensive customer journey maps—both cross-segment and segment-specific—that serve as the foundation for product prioritization and decision-making.
You will define the desired customer experience at every touchpoint, both digital and physical/offline, ensuring cohesive experiences across all channels. You will conduct structured gap analyses between target state and current state to identify solution opportunities and inform roadmap development.
This role requires strong analytical capabilities, strategic thinking, and cross-functional collaboration with product, brand, and customer-facing teams. You will translate customer insights into actionable product strategy and guide the team's execution against the defined vision. The ideal candidate combines customer empathy with data-driven rigor and has experience building customer-centric product strategies in complex, multi-channel environments.
