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Senior Customer Journey Specialist

vor 3 Monaten

Nyon, Schweiz Webloyalty Sàrl Vollzeit

Our clients are well-known brands that reach thousands of consumers every day. We work with a combination of domestic ecommerce businesses and multinationals across multiple markets.

We’ve been operating in the UK since 2007 and have expanded into France, Spain, Brazil, Ireland, the Netherlands, Belgium and Mexico. We’ve developed many longstanding client relationships, as well as in-depth sector expertise.

As part of our expanding International business, we are looking for an enthusiastic and dedicated :

Senior Customer Journey Specialist

You will be tracking all points of customer engagement, addressing customer journey issues, and identifying ways to improve our customer experience.

To ensure success as a Senior Customer Journey Specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in subscription-based businesses or similar. A top-notch Customer Journey Specialist will be someone whose expertise results in excellent customer relationship management.

Primary Responsibilities:
  • Mapping and documenting the overall Customer Journey. Create detailed maps of the customer's journey across all touchpoints and channels.
  • Develop comprehensive documentation to visualize and communicate the journey stages, interactions, and customer emotions.
  • Analyze customer needs, interactions, and feedback to identify friction points and challenges within the journey.
  • Conduct research to pinpoint critical pain points that affect customer satisfaction and retention.
  • Collaborate with cross-functional teams to brainstorm and design solutions that address identified pain points.
  • Develop and present actionable recommendations to improve the customer experience, backed by data-driven insights.
  • Utilize data analytics tools to gather and interpret customer data, providing insights into behavior and preferences.
  • Work with IT developers, as well as the product, retention, marketing, merchandising, and acquisition tjourney and services and brand awareness.
  • Developing and aligning customer journey strategies with marketing and product initiatives. Taking proactive steps to maintain positive experiences.
  • Monitor and measure the impact of implemented solutions, documenting them and optimizing them as necessary.
Qualifications:
  • A bachelor's degree in marketing, communications, business management, or in a related field preferred.
  • At least 5 years' experience as a Customer Journey Specialist, or a similar Customer experience Specialist role within the digital field.
  • Extensive experience in gathering and interpreting customer journey information.
  • Solid knowledge of online customer engagement platforms and channels.
  • Proficiency in MS Office, as well as CX and CRM software.
  • Exceptional interpersonal skills
  • Strong analyticalskills.
  • Great organizational and time management abilities.
  • Superb communication, collaboration, and problem-solving skills.