Senior Specialist, Membership Journey & Channel Excellence

As our Senior Specialist, Membership Journey & Channel Excellence, you'll bring member-centric journey expertise to the development of LEGO® Insiders experiences across LEGO® branded and non-branded channels.

Working across functions, you will support the development and continuous improvement of end-to-end membership journeys, bringing together member insights, personas and segments, journey design and channel expertise. You will help translate our membership journey and channel frameworks into clear journey designs, turning member needs and insights into recommendations for how channels and touchpoints work together.

• Develop and maintain end-to-end LEGO® Insiders journey maps across prioritised membership journeys, translating member needs and insights into opportunities to improve the experience.
• Support the development and application of the LEGO® Insiders journey and channel excellence framework, translating strategic direction into clear journey designs, requirements and recommendations.
• Apply membership lifecycle phases across acquisition, onboarding and retention, ensuring journeys and touchpoints connect to a consistent end-to-end member experience.
• Analyse the role and performance of channels and touchpoints across member journeys and develop recommendations for how they can work together to create more seamless and rewarding experiences.
• Apply LEGO® Insiders personas and strategic segments to journey design and channel recommendations, ensuring different member needs are reflected in the experience.
• Collaborate with CRM lifecycle & personalisation, channel, digital product and other cross-functional partners to support the development and activation of joined-up membership journeys.
• Develop clear journey documentation, insights and recommendations to enable alignment and decision-making across membership and partner teams

• Experience working with consumer or customer journeys, omnichannel experiences, membership, loyalty or related consumer experience areas, ideally within a complex consumer-facing organisation.
• Hands-on experience developing and mapping end-to-end consumer or customer journeys, identifying needs, pain points and opportunities for improvement.
• Understanding of omnichannel experiences and how digital and physical channels and touchpoints work together across a consumer journey.
• Experience using consumer insights, feedback, satisfaction data, personas and/or segmentation to inform experience and journey design.
• Strong analytical and structured problem-solving skills, with the ability to translate complex inputs into clear recommendations and practical actions.
• Strong collaboration and communication skills, with experience working across functions such as marketing, CRM, product and technology.
• Proactive and solution-oriented, comfortable owning work independently while contributing effectively within cross-functional teams
  

You'll join Membership Growth & Development within Membership & Personalisation. We bring together growth, proposition development, audience and segmentation, and journey and channel excellence to grow LEGO® Insiders. We combine clear individual ownership with close teamwork.

You'll build a strong understanding of LEGO® Insiders journeys and channels while helping us turn complexity into clear opportunities. Through strong analysis, collaboration and member-centric thinking, you will help create more seamless, personalised and rewarding journeys that drive stronger member participation, satisfaction and commercial value.

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Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

Here is what you can expect: