Customer Journey & Lifecycle Lead

About the role

We are looking for a Customer Journey & Lifecycle Lead to shape the end‑to‑end experience for Xiaomi EV customers across direct, agency and distributor channels. The role will define journey standards, drive cross‑functional initiatives and ensure communications are timely and relevant throughout the ownership lifecycle.

Key responsibilities

• Define and continuously evolve the end‑to‑end customer journey across all channels.
• Establish journey standards, key moments and experience principles for each lifecycle stage.
• Identify friction points and lead cross‑functional projects to improve conversion, satisfaction and operational efficiency.
• Own the lifecycle communication strategy, ensuring messages are timely, accurate and aligned with operations.
• Develop customer education programmes that boost understanding, confidence and engagement.
• Set up feedback mechanisms and voice‑of‑customer frameworks to surface improvement opportunities.
• Partner with functional teams to embed journey considerations into processes, systems and decisions.
• Act as the central advocate for the customer, turning insights into strategic recommendations.

Required profile

• Proven experience leading customer journey, experience design, lifecycle marketing or service design functions.
• Strong understanding of customer behaviour, lifecycle management and experience design principles.
• Track record designing and improving end‑to‑end journeys across multiple channels.
• Analytical ability to translate insights and operational data into actionable improvements.
• Exceptional stakeholder management and influencing skills to align teams around customer‑centric outcomes.
• Experience leading cross‑functional programmes and driving change in complex organisations.
• Comfortable in fast‑paced, high‑growth environments with evolving priorities.
• Customer‑obsessed, commercially minded and passionate about scaling exceptional experiences.

Required skills