Digital Customer Journey & IT Services Manager

Connect with Eutelsat Group

Be part of a new era in communications, transforming connectivity with Eutelsat Group – 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 Group 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 Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Why Eutelsat Group?

• Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We take pride in being led by a female CEO, with one-third of our executive team and 60% of our board 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 Group, 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 work options to help you balance your personal and professional life. At Eutelsat Group, 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 seeking a Digital Customer Journey & IT Services Manager responsible for enhancing the E2E customer experience by optimizing interactions across multiple touchpoints & tools and ensuring seamless IT service delivery. This role involves analyzing customer journeys, implementing digital solutions, and collaborating with IT teams to improve efficiency and service quality. The manager will drive innovation, leverage data insights, and align digital strategies with business objectives to enhance customer satisfaction and operational excellence.

Who You Are:

You are a customer-focused professional leader skilled at solving complex integration challenges, who understands IT ecosystems and can translate technical challenges into business opportunities. This role is ideal for a strategic thinker and a strong communicator passionate about improving digital interactions and IT services to drive exceptional customer experiences

If you are passionate about digital experience, customer success, and technology-driven solutions, we invite you to apply and join our team!

What You’ll Do:

• Digital Customer Journey Management:
• Design, analyze, and optimize end-to-end digital customer journeys to enhance user experience and engagement.
• Identify pain points and opportunities for improvement using data analytics, customer feedback, and market research.
• Lead the definition of customer led initiatives and track performances of ongoing projects (status, costs, …).
• Oversee requirements discovery, solution design, functional requirements writing, feature development and business user acceptance testing
• Accountable of E2E digital experience

• Strategic Planning & Continuos Improvement:

• Develop and execute a digital transformation roadmap aligned with business objectives.
• Utilize data-driven insights to drive continuous improvements in customer interactions and IT service efficiency.
• Monitor industry trends and emerging technologies to stay ahead in digital customer experience innovations.
• Measure key performance indicators (KPIs) and report on digital journey effectiveness and IT service performance.
• Collaborate with sales, and customer support teams to ensure a consistent and seamless omnichannel experience.

• IT Services Delivery Management :

• Oversee IT service delivery to ensure high availability, security, and performance of customer-facing digital platforms.
• Work closely clients, and internal teams to optimize IT solutions and service delivery and deliver transformation projects to implement new technologies, enhance automation, and optimize service management processes.
• Ensure IT support aligns with business needs, addressing issues proactively and improving incident resolution times.

What You’ll Need:

• Bachelor’s or Master’s degree in IT, Business, Digital Transformation, or a related field.
• Proven experience in digital customer experience management, IT services, or a similar role.
• Strong understanding of digital technologies, customer journey mapping, and IT service management (ITSM).
• Experience with CRM systems, automation tools, and analytics platforms.
• Excellent problem-solving, analytical, and project management skills.
• Strong leadership, communication, and stakeholder management abilities.
• Experience in working with customers to define integration requirements or provide professional services.
• Excellent communication and stakeholder management skills, with the ability to bridge technical and business perspectives.

Where You’ll Work:

• You have the opportunity to join us at one of our Eutelsat Group offices (Turin, Paris, London) , where innovation and teamwork thrive.
• 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.

The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat Group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).

This role is a Eutelsat Group 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.