Mid-Level, Senior
Customer Journey Expert
Job Description
Customer Journey Expert
Posting Start Date: 8/4/26
Requisition ID: 69755
General information
Milano, Italy, 42997
ENGIE ITALIA S.P.A
Business Development / Sales / Marketing
Permanent
Full - Time
PO Customer Journey – Design and Delivery
Who is ENGIE? ENGIE places sustainable development at the core of its activities (electricity, natural gas, energy efficiency and services) to address the challenges of energy transition towards a low-carbon economy: access to a sustainable economy, climate change mitigation and adaptation, and resource optimization.
Who are we looking for?
A resource to be included at our Milan office within the Global Business Unit One B2C, in the Marketing & Customer Service area, with the role of Customer Journey Product Owner.
What will you do?
You will be the Product Owner of the customer journey in an agile mode, responsible end-to-end for prioritizing, managing the backlog, and achieving business goals.
You will play a key role in designing and creating customer journeys, ensuring a simple and consistent experience across all touchpoints. Thanks to martech skills and Salesforce solutions, you will contribute to defining and executing campaigns for residential customers and small businesses. You will analyze customer needs and behaviors, monitor KPIs and performance, promoting continuous improvement initiatives to increase satisfaction, engagement, and conversion through a data-driven approach. You will be
What will be your responsibilities?
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Design and creation of Customer Journeys: define and develop end-to-end journeys, introducing innovation and AI solutions to support, thanks to Salesforce tools.
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Backlog management: gather insights from data and feedback, translate them into user stories, prioritizing based on customer value, business impact, and feasibility.
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Roadmap and Agile development: define the evolution of journeys and functionalities, coordinating epics, dependencies, and releases according to Agile methodologies (Scrum/Kanban).
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Stakeholder coordination and focus on delivery: collaborate with key business functions (Marketing, Sales, Customer Care, Operations, Digital, IT, Legal, Compliance) and external development teams to ensure effective design, development, and release.
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Performance monitoring and continuous improvement: measure KPIs and journey results, promote A/B tests and data-driven optimizations, fostering a customer-centric culture.
Why you?
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Leadership and results orientation: ability to autonomously manage analysis, design, and execution activities, ensuring the achievement of B2C objectives and KPIs.
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Customer lifecycle and campaign orchestration: experience in managing and optimizing the customer lifecycle and coordinating omnichannel campaigns.
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Agile skills and digital tools: advanced use of Jira, Confluence, Miro and similar tools, with consolidated experience in Agile methodologies and MVP approach.
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Digital innovation and AI: strong orientation towards innovation, with the ability to apply digital trends, AI, and Agentic AI to improve the customer experience through insights and data.
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Collaborative spirit and qualified background: excellent communication and relational skills in international contexts, supported by a degree in economics/communication, B2+ English, and at least 5 years of experience in digital marketing, customer journey, campaign management or service design.
The expected gross annual salary (RAL) for the role is between €41,600 and €53,800, based on experience and seniority level.
In ENGIE, every talent plays a fundamental role in accelerating the energy transition.
Contribute to making a difference and live a professional experience full of satisfactions.
Face stimulating challenges and build a career path that truly reflects who you are.
Join us and participate in the adventure of the century!
Why choose ENGIE?
Working at ENGIE, a multinational group, means having a wide variety of career opportunities in over 30 countries. But it also means placing the community at the center of your professional life and contributing to real change during a stimulating career.
Our commitment is clear: we support a social model that reconciles economic performance with a positive impact on people and the planet. We bet on the power of the community and act as part of a community committed to disrupting and reinventing the future. Diversity and inclusion are at the heart of our corporate culture.
ENGIE is committed to fighting all forms of discrimination in employment, access to training, and promotion. Therefore, the integration and support of young people, adults, people with disabilities, without any distinction of gender, ethnicity or religion, are fundamental priorities of the human resources policy. Recognized for 2025 by Il Sole24Ore as a leading company in diversity & inclusion, the ISO 30415:2021 and UNI PDR 125:2022 certifications are further proof of our commitment.
Business Unit: Supply & Energy Management
Division: One B2C - Italy
Legal Entity: ENGIE ITALIA S.P.A
Company Name: ENGIE Italia
Minimum Base Salary: 41,600.00 EUR
Maximum Base Salary: 53,800.00 EUR
Pay Basis: Annual
Why this matters to us
Our organisation is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We offer reasonable accommodations upon request for individuals with disabilities.
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