Online Customer Journey Governance Lead Specialist

About us

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal, Snai and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

Your team

The Customer Care & Transformation team’s mission is to improve the omnichannel customer experience through unparalleled customer service and a strong customer-listening program. The team monitors quality ensures process adherence, and leverages customer feedback. It also coordinates projects and initiatives to support the achievement of strategic business objectives.

Your role

As Online Customer Journey Demand Lead Specialist, you will be responsible for coordinating and overseeing the execution of strategic initiatives across the brand’s online platforms and front-end technologies. You will ensure that projects are properly defined, tracked, and aligned with business objectives, while acting as the key point of governance between business stakeholders and central structures (Product and Operations).

What you’ll do

• Project Management on Share Platforms
• Formalize business ideas for submission to the central structure (Product/Operations).
• Validate User Requirements (URs) and Functional Analysis for all strategic projects.
• Cross-Functional Responsibilities: Coordinate brand priorities, including initiative briefs (expected benefits, KPIs, timelines, CAPEX, etc.).
• Plan and monitor the brand’s project/basket/evolution roadmap.
• Track project progress, manage escalations, and report deviations from initial URs.
• Ensure timely communication with business stakeholders on initiative status.
• Participate in User Acceptance Testing (UAT) with business representatives and provide Go/No-Go recommendations for production releases.
• Support initiative launches, including timeline alignment, crowd-testing coordination, commercial planning, customer feedback collection, and KPI validation.

Brand Asset Responsibilities (Web, App, PoS Technology)

• Serve as Business Owner for brand front-end platforms: website, mobile app, in-store technology solutions (self-service and booking terminals), and brand-specific platforms.
• Define user requirements with relevant stakeholders.
• Participate in UAT and provide Go/No-Go recommendations for production releases.
• Support coordination of initiative launches, including timelines, crowd-testing, commercial planning, customer feedback collection, and KPI validation.

What you’ll bring

• 5+ years of experience in project management, demand roles, customer journey management, or online platform governance within complex, multi-channel environments.
• Strong experience in defining user requirements, functional analysis, and UAT processes for digital platforms (web, app, PoS technology).
• Proven ability to coordinate cross-functional initiatives, including planning, tracking, and reporting on project progress, KPIs, and expected benefits.
• Solid understanding of online customer journeys and front-end platform operations.
• Analytical mindset, with the ability to interpret data, customer feedback, and KPIs to drive project validation and continuous improvement.
• Excellent stakeholder communication and collaboration skills, able to align multiple business functions and support Go/No-Go decision-making.
• Detail-oriented, proactive, and capable of managing multiple projects simultaneously with minimal supervision.
• Bachelor’s degree in business administration, Engineering, IT, or a related field; a Master’s or specialized certification is a plus.
• Fluent English (written and spoken); additional languages are a plus.

Why choose us

• A dynamic environment within the world’s largest online gaming group.
• Opportunities for learning, growth and cross-country collaboration.
• Meal allowance.
• Supplemental Health Insurance.
• An inclusive work culture and access to our Diversity & Inclusion initiatives.
• Well‑Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.
• Learning & Development: training platforms, workshops, conferences, and our FlexiLearning program (4 hours per month dedicated to learning).
• Parental Leave Packages offering additional financial and practical support.
• Volunteering during working hours.

Base pay hiring range for this role in Italy - Milan, Rome

€39,000- €50,000 gross per year, under the CCNL Commercio collective agreement, level 2nd. This is our standard pay guide for the role and location; any offer made will reflect your experience, skills and interview assessment, and will ordinarily fall within this range. Additional reward elements (benefits and/or incentives) may apply depending on the role and location. Much more about us…

Equal Opportunity

Flutter SEA is an Equal Opportunity Organization. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.

Snaitech

Snaitech is more than just a job; it's an opportunity to be part of a movement that redefines the boundaries of entertainment. Turn your passion into your profession and join us now in bringing extraordinary experiences to life and to be the protagonist of our success story.