Overview:
The Customer Journey Analytics (CJA) role is essential in understanding and optimizing customer experiences throughout the entire journey. The CJA professional will play a critical part in leveraging data and analytics to identify customer insights predict behaviors and drive strategic decisionmaking to enhance customer satisfaction and loyalty.
Key Responsibilities:
- Analyze customer data to understand their behavior and preferences
- Develop and maintain customer journey maps and personas
- Identify key touchpoints and pain points in the customer journey
- Utilize analytics tools and techniques to derive actionable insights
- Create and present reports and visualizations to communicate findings
- Collaborate with crossfunctional teams to optimize customer experiences
- Implement machine learning models for predictive analytics
- Monitor and measure customer journey KPIs and metrics
- Drive continuous improvement initiatives based on analytics findings
- Stay updated with industry trends and best practices in customer journey analytics
Required Qualifications:
- Bachelors degree in Data Science Business Analytics or related field
- Proven experience in customer journey analytics or related roles
- Proficiency in data analysis and visualization tools (e.g. Tableau Power BI)
- Strong understanding of customer behavior and journey mapping techniques
- Experience with machine learning and predictive analytics
- Ability to communicate complex data findings to nontechnical stakeholders
- Familiarity with customer experience management platforms
- Excellent problemsolving and critical thinking skills
- Strong attention to detail and accuracy in data analysis
- Ability to work effectively in a collaborative crossfunctional environment
- Certifications in relevant analytics or data science programs is a plus
data analysis,customer insights,analytics tools,data visualization,machine learning