Customer Journey Analytics
Customer Journey Analytics
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8years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Role: Customer Journey Analytics (CJA)
What You ll do
Customer Journey Mapping:
Develop detailed customer journey maps to illustrate the endtoend experience for various customer personas.
Identify pain points bottlenecks and opportunities for improving the customer experience.
Data Analysis and Insights:
Analyze customer data (qualitative and quantitative) from multiple sources such as CRM systems customer feedback web analytics and social media.
Develop insights from customer behavior data to inform business strategy and decisionmaking.
Collaboration with Stakeholders:
Work closely with crossfunctional teams (marketing sales product and customer support) to align on key business goals and customer experience strategies.
Present findings and recommendations to key stakeholders including senior management to drive improvements in the customer experience.
Continuous Improvement:
Identify and recommend solutions for improving the customer journey at various touchpoints from awareness and acquisition to retention and advocacy.
Monitor and measure the impact of improvements on customer satisfaction retention and revenue.
Customer Feedback Management:
Collect and analyze feedback from customers to understand their needs preferences and satisfaction levels.
Implement feedback loops to ensure that customer input is regularly considered in business decisions.
Technology and Tools Management:
Utilize journey mapping tools CRM platforms and data visualization tools (e.g. Power BI Tableau) to gather and present customer journey insights.
Stay uptodate on new technologies and best practices in customer journey analysis.
Requirements
Bachelor s degree in Business Marketing Data Analytics or a related field. A master s degree is a plus.
710 years of experience in customer experience analysis marketing analytics or a related field.
Proficiency in data analysis and visualization tools (e.g. Adobe Analytics Adobe Customer Experience Analysis (CJA) Google Analytics Tableau Power BI).
Any experience in Adobe Experience Platform (AEP) is a plus.
Experience with CRM systems (e.g. Salesforce HubSpot) and journey mapping software (e.g. Smaply UXPressia).
Strong proficiency in Excel SQL or other data manipulation tools.
Strong analytical mindset with the ability to transform data into actionable insights.
Excellent communication and presentation skills with the ability to influence stakeholders.
A customercentric approach with a passion for enhancing the customer experience.
Strong problemsolving abilities and a keen attention to detail.
Ability to work collaboratively in a fastpaced environment and manage multiple projects simultaneously.
Benefits
What We Offer
Youll have the opportunity to work with a team of industry experts on exciting projects that transform businesses and create significant value. Join us to revolutionize the way companies leverage technology for digital transformation.
An opportunity to work on challenging data science and machine learning problems with customers and seeing your work deployed in action
A fastpaced software development environment that uses the latest opensource tools across the development stack
An opportunity to be part of an agile highly proficient and experienced AI/ML team.
We provide a competitive salary and benefits package a vibrant work environment and numerous opportunities for professional growth.
OnebyZero is an equalopportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Customer Journey Mapping: Develop detailed customer journey maps to illustrate the end-to-end experience for various customer personas. Identify pain points, bottlenecks, and opportunities for improving the customer experience. Data Analysis and Insights: Analyze customer data (qualitative and quantitative) from multiple sources, such as CRM systems, customer feedback, web analytics, and social media. Develop insights from customer behavior data to inform business strategy and decision-making. Collaboration with Stakeholders: Work closely with cross-functional teams (marketing, sales, product, and customer support) to align on key business goals and customer experience strategies. Present findings and recommendations to key stakeholders, including senior management, to drive improvements in the customer experience. Continuous Improvement: Identify and recommend solutions for improving the customer journey at various touchpoints, from awareness and acquisition to retention and advocacy. Monitor and measure the impact of improvements on customer satisfaction, retention, and revenue. Customer Feedback Management: Collect and analyze feedback from customers to understand their needs, preferences, and satisfaction levels. Implement feedback loops to ensure that customer input is regularly considered in business decisions. Technology and Tools Management: Utilize journey mapping tools, CRM platforms, and data visualization tools (e.g., Power BI, Tableau) to gather and present customer journey insights. Stay up-to-date on new technologies and best practices in customer journey analysis.
Education
Bachelor's degree in Computer Science, Information Technology, or related field
Employment Type
Full Time
