Customer Journey Mapping Analyst

3 months ago

Bristol, United Kingdom Proactis Full time

Job Purpose:


When a prospect learns about Proactis’ product & services, they start a journey with our brand, a journey we need to ensure results in that prospect becoming a long-term, profitable, happy customer.


At a macro level the Customer Journey Mapping Analyst is contributing to the company OKRs: 10 Minutes to Wow & Be seen as an admired brand.


On a day-to-day basis they will do this by documenting, measuring and recommending enhancements to the quality of interaction our customer experiences at every touchpoint from prospect to contract signing, through onboarding to renewal.


The analyst will work closely with teams across the business to gather and interpret data, identify pain points, and recommend actionable insights that ultimately enhance customer satisfaction and improve conversion rates.


The analyst will also recommend and put in place a framework of pertinent KPIs that allow the ELT to see into the customer journey and will support the Director of Operations in driving improvement throughout the customer lifecycle.


Key Accountabilities/BAU Objectives:


  • Collect and analyse qualitative and quantitative data from various sources, such as customer feedback, surveys, interaction & transaction data.
  • Use data to identify trends, patterns, and insights into customer behaviour and preferences.
  • Develop and maintain detailed customer journey maps that demonstrate how a customer interacts with the Proactis brand.
  • Identify key touchpoints and interactions across the full customer lifecycle.
  • Pinpoint areas where customers face challenges or dissatisfaction.
  • Prioritize pain points based on impact and feasibility of improvement.
  • Provide actionable recommendations to enhance customer experience and address identified pain points.
  • Work closely with Marketing, Sales, Product and customer service teams to identify and implement a clear KPI framework across the end-to-end customer journey.
  • Monitor and measure the impact of implemented changes on customer satisfaction and business performance.
  • Continuously seek opportunities for improvement and innovation in the customer journey.


Top Professional Skills/Qualifications/Experience


  • 5 years proven experience in a customer journey mapping, customer experience analysis, or related role within a SaaS / Tech / e-commerce environment.
  • Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
  • Has a range of training qualifications and credentials that can successfully demonstrate innovative knowledge transfer management and training programmes.
  • Very strong organisational, detail orientated plan, and change manage. All underpinned by excellent communication, strong writing, speaking, & presenting skills
  • Extensive experience of SFDC, Servicecloud as well as proficiency in customer feedback tools and data visualisation tools such as Qualtrics, Medallia, PowerBI.
  • Strong market and domain awareness. Use ability to contribute to strategic planning & improvement


Top Behaviours/Core Values


  • Self-motivated and able to work autonomously, adaptive & flexible to change, pickup work with new initiatives no matter how unfamiliar
  • Always inquisitive with the insight to balance (forward plan and day to day) the delivery of a first class set of documentation, process maps & KPI framework.
  • Supports rapid onboarding and reboarding of people - Drives early adoption of solutions purchased, provides skill and platform to improve problem solution capabilities. Reduced time to go-live.
  • Collaborative working style to deliver win-win outcomes for all, especially stakeholders
  • Instinctively uses the right tool for the job. Designed with all outcomes considered.
  • Professional in attitude, conduct & experience and with a desire to deliver high quality outcomes based on sound research

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