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.