NA-KD is now looking for a Customer Journey Strategist. If you’re passionate about understanding customers, turning insights into measurable results, and creating best-in-class e-commerce experiences, we’d love to meet you!

Customer Journey Strategist

As our Customer Journey Strategist, you'll own and optimize the full NA-KD customer journey, from first touchpoint to repeat purchase. Your mission is to turn insight into action, map out opportunities and friction points, and lead improvements that elevate the experience, drive conversions, and build long-term loyalty.

This role blends creativity, data, and cross-functional collaboration. You'll translate customer behavior and feedback into tangible improvements that strengthen both customer satisfaction and business impact - increasing revenue, retention, and lifetime value across channels.

Your work will directly shape how millions of customers experience NA-KD, from their first impression to their next purchase. You'll play a key role in building journeys that are seamless, personal, and profitable.

In this role you're part of Commercial Development team and report to interim Head of Commercial Development.

Key Responsibilities

• Own and maintain the holistic NA-KD customer journey map as a living framework, ensuring it's up to date, actionable, and visible across teams.
• Analyze and optimize digital touchpoints - from discovery through checkout and post-purchase.
• Identify friction points, drop-offs, and improvement opportunities using behavioral analytics, testing, and customer insights (NPS, surveys, interviews).
• Lead and prioritize journey initiatives that directly improve conversion, retention, and CLV.
• Partner with the whole organisation, including but not limited to Brand, Sales, Tech, Assortment, Operations and Customer Service teams to ensure a seamless, consistent experience across both digital and physical touchpoints (e.g. site, app, packaging, pop-ups).
• Build and manage the Customer Journey Roadmap, ensuring cross-functional projects are aligned, measurable, and deliver clear commercial impact.
• Collaborate closely with CRM and merchandising analyst to connect journey insights with segmentation, targeting, and automated flows.
• Together with key stakeholders monitor key journey metrics (conversion rate, bounce rate, NPS, CLV, retention) and translate insights into business recommendations.
• Stay ahead of e-commerce, fashion retail, and digital CX trends - proactively bringing ideas that enhance experience and profitability.

Your Past & Your Skills

• Bachelor's degree in Marketing, Business development or similar.
• 2 years of experience from working with customer experience, digital strategy, or e-commerce optimization roles.
• Proven experience in journey mapping, conversion optimization, and data-driven improvements.
• Strong understanding of personalization, automation, and how CRM data connects to the wider journey.
• Understanding of analytics and experimentations (A/B testing, Google Analytics, MS Clarity, Siftlab or similar).
• Confident in leading cross-functional projects, managing stakeholders, and translating complex insights into clear actions.
• Excellent communicator with a balance of analytical thinking and customer empathy.
• A commercial mindset. You understand how great customer experience drives growth and profitability.

What We Offer

• Global environment
• Personal and professional development
• Freedom to add value/make a difference
• Hybrid Remote policy 
• A number of voluntary benefits

Interested in learning more about NA-KD, our culture, colleagues, and benefits? Visit our career site here!

Does this sound like an opportunity for you?

To submit your application, simply click the "Apply for this job" button below. Please provide your full application in English, including your CV and responses to a few background questions.

We encourage early applications as we follow a continuous selection process. This means we may close the recruitment before the final application day. Don't hesitate to submit your application promptly – we look forward to hearing from you!

Application deadline: 2025-12-04

Start Date: ASAP

Location: Gothenburg HQ, Sweden

Others: This is a full time permanent role with an initial probation period of six months.

About NA-KD 

We believe in the power of creativity, ambition, and bold ideas. Inspiration drives everything we do, from shaping the future of fashion to telling stories that resonate and creating an environment where people can grow.

Being fast, social, and connected guides how we work, collaborate, and challenge norms together. At NA-KD, you are encouraged to make an impact. We explore new ways of working, push boundaries, and learn from experience, driven by passion, curiosity, and the excitement of what’s next.

Our Commitment to Diversity

NA-KD is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.