Help fix customer-centricity at scale

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!

What we offer our permanent employees:

💰 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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