Document and update end-to-end 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
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.
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.
Prepare materials and notes for internal meetings.
Ensure action ownership and timely execution
Research trends and best practices in B2C/Commercial experience management.
Recommend process/tool improvements for execution efficiency.
Keep CX documentation and references updated.
Requirements:
Bachelor's degree in business administration, Marketing, Communication, Statistics, Information Systems, engineering, or a related field.
Minimum 2 years of hands-on experience in roles related to customer experience (CX), journey analysis, or business/data analysis, preferably in a B2C/B2B environment (e.g., telco, e-commerce, banking, retail).
Proven track record in supporting customer journey initiatives, data reporting, or improvement projects involving customer touchpoints.
Good understanding of B2C/B2B customer journeys, including both: Digital channels and Offline channels
Able to link customer pain points or feedback to specific steps in the journey for further action.
