Customer Journey Expert

As a Customer Journey Expert, you have a dual responsibility, both as a Customer Journey Owner and as a CX Service Designer. 

On a daily basis: 

• You explore and analyze the customer  journey by understanding customer needs, expectations, and behaviors at every touchpoint.

• You integrate the customer perspective into the priorities  by ensuring that customer feedback feeds into the backlogs and that initiatives are aligned with user needs.

• You have cross-team collaboration by working closely with the product, digital, and innovation teams to manage and prioritize customer journey improvement initiatives.

👉 As a Customer Journey Owner (Customer Journey Analysis and Mapping):

• You collect and analyze data (qualitative and quantitative) to understand and map the customer journey.

• You identify touchpoints and opportunities for improvement through customer feedback.

• You will analyze customer feedback, interviews, focus groups, field visits, and user tests on a qualitative level.

• You use operational data and customer performance indicators (e.g. CSAT, CES, NPS) quantitatively .

• You deliver this key deliverable : customer journey mapping, which visualizes the different stages and identifies friction points and opportunities along the journey.

👉 As a Service Designer CX (Co-Creation and Continuous Improvement):

• You facilitate the co-creation of solutions  by facilitating co-creation workshops with teams and customers to design services that meet the real needs of users.

• You organize Design Sprint activities and customer validation sessions to continuously improve the customer experience.

• You deliver this key deliverable : the prototype of solutions based on co-creation workshops and continuous improvement.

• You have a university degree in marketing, service design, customer experience management, UX/UI, or similar disciplines, while certifications in Design Thinking, Lean UX, Service Design , or Agile/Scrum are a plus. Also, you have a minimum of 5 years of experience in roles related to customer experience, customer journey management, or service design and also have a solid background in customer journey analysis and continuous improvement in digital or physical contexts.

• You have participated in co-creation and innovation projects with cross-functional teams (product, marketing, IT, etc.), ideally in Agile environments.

• You are proficient in customer data collection tools (quantitative and qualitative), verbatim analysis and customer performance indicators (CSAT, NPS, CES).

• You know how to map customer journeys, i.e. map and analyze touchpoints, frictions, and opportunities through techniques such as Customer Journey Mapping.

• You have expertise in facilitating co-creation workshops and Design Sprints to develop solutions focused on customer needs.

• You know how to set up continuous improvement processes based on user feedback and operational data.

• You have excellent interpersonal skills to work with cross-functional teams and facilitate workshops with a variety of stakeholders. 🤝

• You have an analytical mind and an ability to solve complex problems. In addition, you use customer orientation and empathy to understand user needs and behaviors.

• Phone Screening

• Personality questionnaire and reasoning tests

• 1 interview with the recruiter and the company

• Here we go! 🚀