Key Task
Activities
Deliverable
B2C Journey Mapping Execution and Benchmarking
- Document and update end-to-end B2C customer journeys across digital and physical touchpoints.
- Validate journey steps using real customer behavior and feedback.
- Identify pain points and improvement areas along the customer lifecycle by performing on the field benchmarking
- Journey maps (visual format) for both digital and offline channels.
- List of pain points with proposed follow-up actions.
Support on Execution of Initiative
- Support the implementation of journey improvements or feature rollouts.
- Coordinate follow-up on action items from CX reviews and internal discussions.
- Track the effectiveness of changes implemented.
- Initiative status tracker.
- Summary reports (pre/post changes and impact).
Customer Feedback Analysis
- Compile and analyse feedback from surveys, NPS, CSAT, complaints, and service interactions.
- Link feedback to specific online/offline journey stages.
- Prioritize issues based on impact and frequency.
- Voice of Customer (VOC) insights report and proposed actions
Support Cross-Team Coordination
- Prepare materials and notes for internal meetings.
- Ensure action ownership and timely execution.
- Meeting summaries and follow-ups.
- Stakeholder alignment materials (decks, journey visuals, trackers).
Continuous Improvement & Benchmarking
- Research trends and best practices in B2C/Commercial experience management.
- Recommend process/tool improvements for execution efficiency.
- Keep CX documentation and references updated.
- Mini briefs on CX benchmarks or trends.
- Updated internal playbook and process documentation.
