Customer Journey Expert
2 weken geleden
We are a leading company in [industry/sector], dedicated to delivering exceptional customer experiences across every touchpoint. We are expanding our team in Amsterdam and are looking for a Customer Journey Expert to help optimize and shape our customer experience strategy.
Job Summary:
As a Customer Journey Expert, you will be responsible for analyzing, designing, and improving the end-to-end customer journey for our clients. You will work closely with cross-functional teams to ensure a seamless and consistent experience across all channels and touchpoints. Your expertise will help us enhance customer satisfaction, drive customer loyalty, and ultimately contribute to the growth of our business.
Key Responsibilities:
- Customer Journey Mapping : Lead the design and continuous improvement of customer journeys, ensuring they are aligned with customer needs, company objectives, and brand promise.
- Data Analysis & Insights : Analyze customer behavior, feedback, and touchpoint interactions to identify pain points, opportunities for optimization, and areas for improvement.
- Collaboration : Work with stakeholders from marketing, product, sales, and customer service teams to implement customer-centric strategies and ensure a consistent experience across all touchpoints.
- Strategy Development : Develop actionable customer journey strategies and best practices to optimize customer engagement, satisfaction, and retention.
- Customer-Centric Design : Apply design thinking principles to improve customer experience, focusing on personalization, empathy, and convenience.
- Technology Integration : Leverage customer experience tools and technologies to create seamless, integrated experiences across digital and physical channels.
- Customer Feedback Loop : Lead initiatives to collect and integrate customer feedback to continually refine and improve the customer journey.
- KPIs & Metrics : Define key performance indicators (KPIs) to measure the success of customer journey improvements, and provide regular reports to leadership.
Requirements:
- Experience : Minimum of 3-5 years of experience in customer experience, customer journey mapping, or a related field.
- Skills :
- Expertise in customer journey mapping tools and methodologies.
- Strong analytical skills with experience interpreting customer data to drive actionable insights.
- Knowledge of customer experience management platforms (e.g., Salesforce, Adobe, etc.).
- Excellent communication and collaboration skills, with a strong ability to work across teams.
- Ability to think strategically while maintaining a customer-centric focus.
- Fluent in English (additional languages are a plus).
- Education : A degree in Business, Marketing, Psychology, or a related field is preferred.
Nice to Have:
- Familiarity with digital marketing strategies and tools.
- Experience with agile methodologies.
- Background in UX/UI or design thinking.
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