Ecosystem User Journey Manager in London

Are you an expert in end-to-end cross-channel journeys and influencing multidisciplinary teams to orchestrate a digital ecosystem? Then keep reading and get your application ready, we're looking for you!

This role will drive complex, omnichannel marketing journeys across experiences and to touchpoints operated by Digital Consumer Engagement (DCE). At the heart of the DCE Marketing & Orchestration team, they will deliver critical business value across the marketing funnel. Collaborating with multidisciplinary teams to reimagine and optimize marketing-led growth initiatives, ensuring seamless integration of business goals, user needs and feasibility. This work will directly impact strategic priorities, crafting how the organization delivers value to both internal and external partners.

Responsibilities

• Discovery & Research: Plan and facilitate user research and discovery activities, closely collaborating with performance and growth marketing leads, audience teams, product leads and other diverse partners to uncover needs, pain points and opportunities.
• Journey Mapping & Blueprinting: Lead the mapping of as-is and to-be user journeys and service blueprints, translating complex insights into visual tools to inform strategic direction.
• Strategic Decision Support: Conduct strategic framing sessions, co-creation workshops and design sprints. Connect short and medium-term ecosystem needs to long-term user lifecycle visions, bringing structure and clarity to ambiguous and/or complex challenges.
• Storytelling & Advocacy: Translate insights into compelling narratives and visualizations to build empathy, articulate journey improvements, and champion the impact of service design across the organization.
• Cross-functional Collaboration: Partner with internal and external teams to interpret needs, lead expectations, and drive consensus on growth opportunities as well as ensure cross-business alignment on mapping and service blueprints.
• Mentoring & Leadership: Mentor and coach members of the DCE Marketing and Orchestration team to ensure consistency and quality across campaigns and touchpoints. Connect with expertise across the business for sharper integration.

Requirements

• A seasoned Service Design manager with a proven track record of delivering results and leading complex, cross-functional initiatives.
• Technical expert in service design, user experience, user research and cross-functional facilitation.
• Proficiency in mapping and managing multi-level journeys and processes, as well as consolidating data-informed narratives into visual artifacts.
• Outstanding people skills and a great communicator who can bring teams together and influence strategic decisions.
• Strong analytical and systems thinking, with a sharp eye for identifying actionable insights and prioritizing effort.
• Natural collaborator who can deliver in a complex, matrixed organization and operate in a cross-functional environment.
• Sense maker: someone who can easily understand different points of view from different parts of the business and craft a cohesive narrative that connects it all together considering shared benefits and risks.

Benefits

• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances - All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
• Colleague Discount - We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.
• Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children's Rights.