Ecosystem User Journey Manager in London

This role will drive complex, omnichannel marketing journeys across experiences and 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 prioritising effort.
• Natural collaborator who can deliver in a complex, matrixed organization and operate in a cross‑functional environment.
• Sense maker 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 – Enhanced paid leave options for those important times.
• Insurances – Life and disability insurance coverage for all colleagues.
• Wellbeing – Resources and benefits to nurture physical and mental wellbeing.
• Colleague Discount – Generous discount eligibility from day 1.
• Bonus – Rewarded through the bonus scheme when goals are reached and if eligible.
• Workplace – Hybrid work policy with an average of 3 days per week in the office.

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