Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.
Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture.
Our mission is clear: Make journey management the most powerful business tool in the world.
If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.
As Principal Journey Management Coach at TheyDo, you will be responsible for making journey management actually stick inside large enterprises. This role is about turning ambition into execution: embedding journey management into how organisations plan, prioritise, and deliver change across CX, Product, Operations, and Transformation.
In this senior, customer-facing role, you’ll work directly with leaders in TheyDo’s most complex enterprise accounts to drive post-onboarding adoption, maturity growth, and measurable business value. You will lead strategic engagements that operationalise journey management at scale, ensuring it becomes part of the enterprise operating model, not just a CX initiative.
You will partner closely with executive sponsors, senior customer leaders, and TheyDo’s Customer Success and Go-To-Market teams to translate journey insight into action, drive renewals and expansion, and deliver sustained ROI. With a primary focus on Tier 0 / Tier 1 accounts, you will work in close alignment with senior strategy leadership to ensure enterprise execution accelerates long-term transformation goals.
As TheyDo continues to scale, elements of today’s Tier 2 work will increasingly be addressed through best-in-class onboarding, education, and partner-led services. This role plays a key part in shaping that evolution, combining enterprise-level delivery with continuous improvement driven by real-world customer insight and feedback. It offers significant autonomy, ownership, and impact in advancing TheyDo’s journey management practice.
What You’ll Do
Serve as a trusted journey advisor to senior leaders across CX, Product, Operations, and Transformation in large enterprise customers
Lead strategic, post-onboarding engagements that embed journey management into decision-making and execution
Help organisations move from CX-led journey mapping to enterprise-wide journey management
Translate journey insights into prioritisation, operating models, and cross-functional ownership
Facilitate senior stakeholder and cross-functional working sessions to drive alignment and action
Reinforce journey-centric ways of working and prevent regression into siloed, feature-first approaches
Build clear value and ROI narratives in partnership with Customer Success and Account Executives
Identify adoption, maturity, and renewal risk—and actively mitigate it through coaching and intervention
Support expansion opportunities by demonstrating depth of adoption and enterprise impact
Mentor other coaches and contribute to evolving best practices and delivery standards
You’ll operate with a high degree of independence within customer accounts, while aligning closely with senior strategy leadership on the most complex, multi-year enterprise engagements.
Who You’ll Work With
On the customer side, you partner with:
CX Directors and VPs building on foundational journey work
Product leaders connecting journey insight to strategy and prioritisation
Operations and Service leaders translating insight into operational change
Transformation and Change leaders embedding journeys into enterprise programs
Executive sponsors accountable for outcomes and ROI
Internally, you work closely with:
Senior Enterprise Customer Success Managers and Account Executives
Senior journey strategy leadership on Tier 0 accounts
Other Journey Management Coaches and practice leaders
Product and Go-To-Market teams providing enterprise feedback and signals
The Outcomes You Own
Your success is measured by enterprise outcomes, not activity:
Journey management adopted across multiple functions—not siloed in CX
Journeys actively used to drive prioritisation, decisions, and execution
Clear cross-functional ownership and governance models in place
Credible, executive-ready ROI and value narratives
Strong renewal positioning and expansion readiness in enterprise accounts
What We’re Looking For
Experience and Background
Experience working in complex enterprise environments with multiple functions and senior stakeholders
A background in CX, operating models, business or digital transformation, or enterprise change
Experience working with Product, Operations, and Transformation teams—not only CX
Proven success in senior, customer-facing advisory, consulting, or enablement roles
Experience supporting long-running enterprise engagements and commercial outcomes
Senior Stakeholder & Delivery Leadership
Comfortable engaging Directors, VPs, and executive sponsors as a trusted advisor
Strong facilitation skills for senior and cross-functional working sessions
Able to turn ambiguity into clear priorities, ownership, and next steps
Confident influencing without formal authority
Value & Commercial Acumen
Able to connect work to measurable business outcomes and ROI
Comfortable supporting renewal and expansion conversations
Experienced partnering with Customer Success and Sales teams in enterprise contexts
Practice & Coaching Mindset
Experience mentoring or supporting other practitioners
Interested in improving how journey management is delivered at scale
Able to balance customer-specific needs with scalable ways of working
How You Work
You thrive with autonomy and accountability
You’re comfortable operating in complexity and ambiguity
You think in systems, not silos
You communicate clearly and confidently with senior audiences
Why You Shouldn’t Apply
You prefer defining vision without owning execution
If you enjoy workshops more than long-term adoption and outcomes
If you’re uncomfortable navigating enterprise politics and trade-offs
If ambiguity feels frustrating rather than energising
But, if you’re excited by making journey management actually work inside large organisations, and by owning enterprise outcomes rather than slides, we should talk!
💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed!
🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility.
🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location.
🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.
🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.
🧘♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership.
👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover.
👨💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered.
🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France.
⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously.
🚀 Continuous growth of our benefits package as we continue to grow in size
To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.
About TheyDo
Our core values are the driving force behind every decision we make.
We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.
TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.
Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner.
If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table!
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