Customer Journey Specialist (E-Commerce)

Customer Journey Analysis:

• Map, evaluate, and improve the entire customer journey across digital and offline channels.
• Use data analytics and customer feedback to identify pain points, opportunities, and actionable insights.

Journey Design and Optimization:

• Design intuitive workflows and customer paths that reduce friction and align with the brand strategy.
• Collaborate with UX/UI teams to ensure the website and mobile applications deliver exceptional usability.
• Implement A/B testing and user research to validate improvements.

Cross-Functional Collaboration:

• Partner with marketing, sales, product, and IT teams to ensure consistent messaging and experience across all platforms.
• Work closely with customer support to incorporate real-time feedback into journey enhancements.

Performance Metrics and Reporting:

• Develop and monitor KPIs such as conversion rates, churn rates, NPS, and CSAT scores.
• Prepare regular reports and present findings to stakeholders with recommendations for optimization.

Technology and Tools Management:

• Leverage CRM and marketing automation tools to personalize customer interactions.
• Stay updated with the latest e-commerce and customer experience technologies.