JOB SUMMARY

Responsible for designing, optimizing, and managing end-to-end customer journeys within our digital platforms. This role collaborates cross-functionally with product, design, engineering, marketing, and operations teams to deliver seamless, intuitive, and impactful experiences that drive engagement, satisfaction, and loyalty

DUTIES AND RESPONSIBILITIES

Journey Mapping & Design:

• Lead the development of customer journey maps across web and mobile applications.
• Identify key touchpoints, pain points, and moments of truth in the digital journey.
• Collaborate with UX/UI teams to turn journey insights into design recommendations.

Data & Insight-Driven Optimization:

• Use data analytics, customer feedback, and behavior tracking to assess and enhance digital journeys.
• Design A/B tests and personalization strategies to improve conversion, retention, and satisfaction.

Stakeholder Collaboration:

• Work with cross-functional teams including product managers, developers, marketers, and customer service to align on journey goals.
• Serve as the voice of the customer in all application-related initiatives.

Strategy & Planning:

• Define and maintain a roadmap for journey improvements across digital applications.
• Advocate for customer-centric thinking in application design and development
• Deliver journey analytics dashboards and executive-level reporting

JOB SPECIFICATION

Education and Experience:

• Bachelor’s degree in Design, Business, Marketing, Psychology, or human-centered design
• 6+ years of experience in customer experience, UX, product design, or digital journey management
• Proven ability to lead customer journey mapping and service design workshops
• Proficiency in tools like Figma, Miro, Adobe XD, or Journey Mapping software
• Strong analytical skills with the ability to interpret customer behavior using tools like Google Analytics, Mixpanel, Hotjar, or other BI/data platforms
• Experience in industries such as retail, financial services, telecommunications, or technology
• Experience working with Agile/Scrum product teams
• Excellent communication, facilitation, and storytelling skills

Required Skills/Abilities:

• Customer-Centric & Strategic Thinking: Strong ability to design digital journeys that align with customer needs and business goals, using both qualitative insights and quantitative data.
• Cross-Functional Communication: Excellent interpersonal and facilitation skills to collaborate effectively with UX/UI, Product, Tech, and Marketing teams.
• Tool & Data Proficiency: Hands-on experience with journey mapping tools, analytics platforms (e.g., Google Analytics, Mixpanel), and design tools (e.g., Miro, Figma)