Customer Journey Manager (fixed-term contract)

Connect with Eutelsat

Be part of a new era in communications, transforming connectivity with Eutelsat – the world’s first GEO-LEO integrated global satellite operator.

As a leader in satellite communications, we provide global connectivity solutions - connecting businesses, communities, and governments around the world. We can connect you at on land, at sea and in the air. We also deliver broadcast television channels and packages, transmitting vital news reports around the world. 

With Eutelsat You’ll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

In a dynamic industry where passion drives our teams to make a difference to become the most trusted partner for global satellite connectivity, you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Why Eutelsat?

• Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We are proud that one-third of our executive team and 60% of our board are represented by women.
• Ways of Working That Drive Us: As "One Team," we work collaboratively towards shared goals, with customer-centricity, respect, and inclusivity as our guiding principles.
• Sustainability at Our Core: At Eutelsat, sustainability is more than just a word; it’s woven into our strategy. We’re dedicated to balancing social, environmental, and economic growth — both on Earth and in space.
• Work-Life Balance: We offer flexible schedules and hybrid/remote work options to help you balance your personal and professional life. At Eutelsat, we are committed to supporting your well-being and ensuring you have the flexibility you need to succeed both at work and at home.

Ready to grow with us? Apply today and help us build a more inclusive, sustainable future in the world of satellite technology

Job Overview

We are looking for an enthusiastic and skilled Customer Journey Manager to join our team and play a critical role in designing, optimizing, and managing end-to-end customer journeys across all touchpoints. In this position, you’ll work closely with IT, Commercial, Customer Service Managers and Business Operations, constantly aligning business objectives with customer needs to drive satisfaction, retention, and growth. This is a unique opportunity to make a significant impact within an organization that values growth, teamwork, and professional development.

Who You Are:

You are a customer-centric and technically fluent leader who can navigate complex OSS/BSS ecosystems, align multiple stakeholders, and fix broken journeys to deliver seamless ordering and activation experiences. You have experience with Connectivity products (mobile, IoT, fiber, enterprise services) and have the ability to manage both small operational demands and larger cross‑functional evolutions.

What You’ll Do:

- Journey Design & Optimization

• Map and document end-to-end customer journeys across channels (digital, in-store, support, etc.)
• Identify pain points, gaps, and opportunities for improvement
• Design and implement optimized journeys aligned with customer expectations

-  Customer Experience Strategy

• Define and drive customer experience initiatives in line with company strategy
• Ensure consistency across all customer touchpoints
• Champion a customer-centric mindset across the organization

- Data Analysis & Insights

• Monitor customer behavior, feedback, and journey performance (NPS, CSAT, conversion rates, etc.)
• Translate data into actionable insights and recommendations
• Track KPIs and measure the impact of journey improvements

- Cross-functional Collaboration

• Work closely with product, marketing, operations, IT, and customer support teams
• Align stakeholders on priorities and ensure smooth execution of initiatives
• Act as the bridge between business and technical teams

- Project & Change Management

• Lead or contribute to transformation projects impacting customer journeys
• Prioritize initiatives based on business value and customer impact
• Ensure timely delivery and adoption of new processes or tools

-  Customer Voice & Continuous Improvement

• Collect and integrate customer feedback into journey enhancements
• Drive continuous improvement cycles (test, learn, iterate)
• Ensure customer needs are reflected in product and service development

What You’ll Need:

• Bachelor’s or Master’s degree in Business, Engineering, Marketing, or related field
• 3-5 years of experience in customer experience, product management, or journey management
• Strong understanding of customer journey mapping and CX methodologies
• Analytical mindset with experience in data-driven decision making
• Excellent stakeholder management and communication skills
• Experience working in cross-functional and agile environments
• Familiarity with CX tools (e.g., journey mapping tools, analytics platforms, CRM systems)
• Fluent in English and French

Where You’ll Work:

• In our HQ, Issy-les-Moulineaux, France. 
• The role offers flexibility, with a mix of in-office presence that encourages collaboration and hands-on problem solving, and the ability to work from home as required.

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This role is a Eutelsat job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.