Descrição da Função

We are seeking a Customer Journey Analyst to join our dynamic team. In this role, you will analyze key customer journeys to enhance customer satisfaction and drive business outcomes. The ideal candidate will work with our Experience Design team and the wider organization to develop insights into customer behaviours and identify opportunities to improve the customer experience. If you have a passion for understanding customer needs and a knack for data analysis, this is the perfect opportunity for you.

Key Activities

 

  Data Analysis and Reporting

Analyze, and interpret data on customer interactions from various data sources and dashboards to provide a 360 view of the customer across key journeys and provide actionable recommendations to improve customer experience and drive business growth.

  Support Customer Journey Mapping & Design

Work with Customer Experience Design team to design optimal customer journeys by providing insightful data points and analytics on current experience and optimization opportunities.

  Impact Monitoring

Monitor impact and effectiveness of initiatives to improve the customer experience.

  Collaboration with Cross-Functional Teams

Partner with internal teams such as Customer Experience Design to enable a cohesive and seamless customer experience as well as data analytics teams across the organization to understand data and exchange insights and best practices.

 

 

The ideal candidate would demonstrate

 

  Data Analytics Proficiency Strong analytical skills with experience using tools such as PowerBI, SQL, Adobe Analytics, Databricks or customer experience platforms to gather and interpret data.

  Innovative Problem-Solving and Critical Thinking A detail-oriented and solution-driven approach to combine quantitative and qualitative data sources; identifying issues within the customer journey and developing strategies for improvement.

  Cross-Functional Collaboration Excellent interpersonal skills, with a proven ability to work effectively with diverse teams across the organization.

  Communication Skills Ability to turn complex data into easy-to-understand insights and effectively communicate these findings to key stakeholders.