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

Responsibilities:

• Design and optimize customer journeys within digital applications (Web and Mobile App)
• Leverage customer behavior data and insights to improve application flow and overall user experience
• Collaborate with UX/UI teams to turn journey pain points into seamless, intuitive experiences
• Integrate marketing campaign objectives into in-app journeys to drive engagement and conversion
• Work cross-functionally with Marketing, Product, Tech, and Customer Service teams to ensure alignment of journey goals
• Define and maintain a journey improvement roadmap aligned with business objectives
• Plan and execute A/B testing, journey experiments, and personalization strategies within the app
• Build journey dashboards and executive-level reports to track performance and impact
• Act as the voice of the customer in all initiatives related to the application

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