Customer Journey Designer
Iute GroupEstonia1 day ago
Full-timeDesign, Art/Creative +1
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Who We Are
Iute Group is a fast-growing fintech company founded in 2008 in Estonia. We operate across multiple European markets, offering consumer finance, payments, banking, and insurance services. Our mission is to deliver an outstanding personal finance experience — powered by technology and elevated by the human touch.
About The Role
As the Customer Journey Designer for Wallet & Insurance, you will drive the strategic design and continuous optimization of customer experiences across wallet and insurance products. You will work closely with product, technology, marketing, and local CX teams to ensure every customer interaction reflects Iute’s brand promise — simple, transparent, and human-centered.
Your role is to translate customer needs and business goals into intuitive, seamless end-to-end journeys that improve satisfaction, engagement, and long-term loyalty.
Key Responsibilities
Our hiring process starts with a short screening call. If we both feel it’s a good match, you’ll meet the hiring manager for a direct interview. As a final step, you’ll meet the wider Customer Experience team. Throughout the process, we aim to provide timely feedback — and we truly appreciate the time and effort you invest.
Please note! This is a full-time role based at our headquarters in Tallinn, Estonia. Our working language is English.
Iute Group is a fast-growing fintech company founded in 2008 in Estonia. We operate across multiple European markets, offering consumer finance, payments, banking, and insurance services. Our mission is to deliver an outstanding personal finance experience — powered by technology and elevated by the human touch.
About The Role
As the Customer Journey Designer for Wallet & Insurance, you will drive the strategic design and continuous optimization of customer experiences across wallet and insurance products. You will work closely with product, technology, marketing, and local CX teams to ensure every customer interaction reflects Iute’s brand promise — simple, transparent, and human-centered.
Your role is to translate customer needs and business goals into intuitive, seamless end-to-end journeys that improve satisfaction, engagement, and long-term loyalty.
Key Responsibilities
- Lead and conduct service design, UAT, implementation follow-up, and continuous improvement of end-to-end customer journeys for Wallet and Insurance product streams
- Collaborate with product owners, UX/UI designers, and local market representatives to align customer experience strategies with business objectives
- Involve local CX teams for journey designs and secure their buy-in for new journeys or for changes and improvements
- Define journey measurement (e.g. NPS, CES, retention) and ensure journey performance is tracked and reported consistently
- Identify pain points and design cross-functional solutions that improve customer satisfaction and operational efficiency
- Facilitate workshops and co-creation sessions to align stakeholders on journey priorities and improvements
- Ensure digital experiences and communication flows within Iute ecosystem reflect a consistent brand voice and service quality
- Benchmark customer experience practices against industry standards and propose innovative, customer-driven enhancements
- Bachelor’s or Master’s degree in Business, Marketing, or a related field
- 5+ years of experience in customer experience design, journey design, or digital product management (ideally in fintech, banking, or insurance)
- Proven track record in customer journey mapping, data-driven insights, and CX optimization
- Strong analytical skills and the ability to connect qualitative and quantitative insights into practical improvements
- Strong communication and stakeholder management skills, with confidence to align cross-functional teams
- Experience leading cross-functional initiatives across multiple markets or business lines
- Fluency in English
- Motivating and competitive compensation with performance-based incentives
- Health or sports benefits, additional vacation days, and support for life events
- A modern HQ office in the heart of Tallinn
- A key strategic role in shaping the customer experience for Iute’s next-generation digital financial ecosystem
- Opportunity to work with cross-border teams in a fast-evolving fintech environment
- A growth-oriented culture that values innovation, collaboration, and impact
Our hiring process starts with a short screening call. If we both feel it’s a good match, you’ll meet the hiring manager for a direct interview. As a final step, you’ll meet the wider Customer Experience team. Throughout the process, we aim to provide timely feedback — and we truly appreciate the time and effort you invest.
Please note! This is a full-time role based at our headquarters in Tallinn, Estonia. Our working language is English.
Key Skills
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