Customer Journey Manager

The future of gaming in Finland is changing – and we’re recruiting. In 2027, the Finnish license market will open, bringing a new era for money gaming. At Veikkaus, we’re preparing for this transformation – and we’re looking for passionate professionals to join us on this exciting journey in our Lottery and Land-Based Gaming BU digital channels team. Now is the time to join us. Veikkaus is a gaming company for everyone, striving to be better in every aspect. Our passion is to drive better gaming so that our customers can enjoy every moment. Caring, teamwork, and courage are the values that guide everything we do. Responsibility is at the core of our operations. Our goal is to be a respected and successful international money gaming group that continuously improves while always putting both customers and employees first. For a better game — and working life. Customer Journey Manager We’re looking for a Customer Journey Manger to join our Lottery and Land-Based BU Digital Channels team and play a key role in shaping and growing our digital and omni-channel service experiences. This position is full time and permanent. In this role, you will be responsible for managing end-to-end customer journeys across Lottery and land-based all customer touchpoints. The role ensures seamless, customer-centric experiences that drive satisfaction, loyalty, and business growth through cross-functional collaboration and data-driven improvements — always in line with Veikkaus’ commitment to responsible and sustainable gaming. Key Responsibilities - Journey Management Ownership: Own customer journey management discipline within the business unit - Collaboration: Work with sales & marketing, product development, retail, and digital teams to align opportunities and improvements with customer needs and business goals - Journey Design & Optimization: Map and document end-to-end customer journeys across channels. Support journey owners to identify friction points and opportunities for improvement across the lifecycle - Continuous Improvement: Establish journey management governance and opportunity prioritization framework - Data & Insights: Analyze journey performance metrics, customer behavior and track KPIs (e.g., CSAT, conversion, retention) to guide decisions - Customer Advocacy: Represent the voice of the customer and promote customer-centric ways of working Skills & Qualifications - Degree in Business, Marketing, Digital Experience, or related field - 3–7+ years of experience in customer experience (CX), digital development, or journey management - Strong understanding of customer journey management frameworks, journey mapping and service design - Experience with journey management and analytics tools (e.g., TheyDo, Power BI) - Experience in personalized digital channels, e-commerce, or omnichannel environments - Experience with agile ways of working We offer you - A workplace where the game evolves – and so do you. You’ll face meaningful challenges and gain new skills while contributing to shared success – in Finland and beyond. - Inspiring and supportive teammates you can rely on. The best ideas and world-class entertainment are built together – and Veikkaus thrives because of its people. - Balanced and inspiring work life. At Veikkaus, we believe a good job adds something to life – but isn’t all there is to it. - Excellent employee benefits. You can read more about us and our benefits from our career sites It is important to us that everyone can come to work as their authentic selves. We value diverse backgrounds, skills, and perspectives, and believe that success comes from working in diverse teams. We encourage individuals from various backgrounds to apply. Our headquarters are located in Helsinki, Finland. We work in a hybrid model where onsite presence is required. Interested? Awesome! Please send your application with CV and salary request no later than 14.8.2026 We are excited to hear from you! If you have any questions about the position, feel free to reach out to Miikka Roine, Development Manager, Digital Channels at firstname.lastname@veikkaus.fi. A drug test under Section 7 of the Act on the Protection of Privacy in Working Life (759/2004) will be conducted for the selected candidate.