Objective

The Customer Journey Mapping Advisor is responsible for creating, analyzing and enhancing the customer journey map to improve customer experience. The role involves understanding customer behavior, needs and motivations to design the most effective customer journey. The objective is to enhance customer satisfaction and loyalty, thereby increasing business profitability.

Description

Analyzes and enhances customer's journey across all touchpoints.

Sample Questions

• How to create an effective customer journey map?
• How to identify pain points in the customer journey?
• How to measure the impact of changes on customer satisfaction?
• How to leverage customer journey mapping for business profitability?

Key Functions

1. Map out the customer journey across all touchpoints. 2. Identify pain points and opportunities for improvement in the customer journey. 3. Analyze customer behavior, needs and motivations. 4. Design and implement improvements in the customer journey. 5. Monitor the impact of changes on customer satisfaction and business profitability. 6. Collaborate with cross-functional teams to enhance the customer experience. 7. Stay up-to-date with the latest trends and best practices in customer journey mapping.

Required Skills

1. Expertise in customer journey mapping. 2. Proficiency in customer experience management. 3. Knowledge of customer behavior analysis. 4. Skills in data analysis and interpretation. 5. Familiarity with customer relationship management (CRM) systems. 6. Understanding of customer service principles. 7. Expertise in project management. 8. Knowledge of marketing strategies. 9. Proficiency in digital marketing tools. 10. Skills in user experience (UX) design.