Customer journey and channel integration specialist
Full-time
Vilnius
- AB Artea bankas
Customer Journey & Channel Integration Specialist
We are looking for a Customer Journey & Channel Integration Specialist to manage and improve end-to-end customer journeys across digital and physical (physical) channels. In this role, you will ensure that customer experiences across web, mobile, contact center, and branches feel seamless, connected, and frictionless
What you'll do
What we expect
Must have:
Nice to have:
What we offer
Monthly Salary:
2600 - 3890 EUR. gross
We are looking for a Customer Journey & Channel Integration Specialist to manage and improve end-to-end customer journeys across digital and physical (physical) channels. In this role, you will ensure that customer experiences across web, mobile, contact center, and branches feel seamless, connected, and frictionless
What you'll do
- Manage and optimize multi-channel customer journeys across digital and physical touchpoints
- Analyze customer flows across web, mobile, self-service, contact center, and branches to identify friction points and drop-offs
- Ensure smooth handovers between channels and teams
- Initiate and drive improvements that reduce friction and increase assisted conversion
- Monitor journey KPIs and channel transitions, identifying issues and setting priorities
- Prepare journey analyses, root cause insights, and recommendations for stakeholders and leadership
- Collaborate cross-functionally (customer service, digital, product, CRM, analytics, operations) to ensure a unified customer experience
- Work with Legal and DPO teams to ensure compliance with regulatory and data protection requirements
- Contribute to defining new processes, principles, and ways of working that improve customer journeys
- Help clarify ownership, dependencies, and collaboration models across teams and channels
What we expect
Must have:
- 4+ years of experience managing or improving multi-channel customer journeys (digital + physical)
- Proven ability to drive initiatives across complex organizations and manage stakeholders, priorities, and dependencies
- Strong understanding of banking or similarly complex service environments
- Analytical and structured thinking, with the ability to identify root causes and turn insights into actions
Nice to have:
- Experience working in a regulated environment (Legal, DPO, compliance)
- Understanding of contact center and branch operations and their interaction with digital channels
- Experience with journey performance metrics (assisted conversion, drop-off, channel transitions)
- Background in transformation, operating model, or cross-functional change initiatives
What we offer
- Opportunity to shape end-to-end customer experience across channels
- A high-impact role working across multiple teams and functions
- Hybrid work model and modern office
- Competitive salary, bonuses, and growth opportunities
Monthly Salary:
2600 - 3890 EUR. gross
AB Artea bankas
We, AB Artea bankas, are a constantly growing team of united and creative professionals. Ambitious goals, daily challenges and a desire to learn ensure the bank's success.
Working at Artea bankas is about partnership, self-realization, ideas and opportunities.
The Artea bankas group has more than 1,000 employees, but we are all one bank, one team. We believe in partnership and we create it – both among colleagues and with clients. Our efforts have been appreciated - we are the bank that best serves clients in Lithuania.
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Working at Artea bankas is about partnership, self-realization, ideas and opportunities.
The Artea bankas group has more than 1,000 employees, but we are all one bank, one team. We believe in partnership and we create it – both among colleagues and with clients. Our efforts have been appreciated - we are the bank that best serves clients in Lithuania.
information about AB Artea bankas
3991 €
Avg. salary gross
(85% didesnis už LT vidurkį)
1165
Number of employees
>100 mln. €
Revenue 2022 y.
Distribution of employees by salary (before taxes):
25% earn up to
2305 €
25% earn
2305-3121 €
25% earn
3121-4719 €
25% earn more than
4719 €