Customer Experience Specialist

4 months ago

London, United Kingdom Match Digital Full time

**Customer Experience Journey Specialist (Ecommerce)**

**London**

**£59,000 - £69,000 + benefits**

**Flexible working (2 days in the office per week)**

**Our client**

Over the past few years, we’ve scaled the global Customer Experience Team (a hybrid startup-consultancy) in one of the world’s most powerful brands. The team encompasses Product, Strategy, Design, Analytics and Implementation. They design and deliver experiences for customers - connecting the customer’s devices with the brand and world around them.

With over 150,000 employees spread across almost 200 countries, our client has innovation at their core and is proud to be building products and services that leave a positive and sustainable impact on society, the environment and in education.

**The role**

Our client is moving towards the next phase of customer experience - evolving to delivering integrated journeys that meet customer needs traversing both online and offline channels.

The role of a Journey Specialist is to implement strategies, processes, and initiatives to enhance CX, reporting on the journey roadmap & KPIs.

**As a Customer Experience Journey Specialist, you will**:

- Balance customer insights, business needs, competitive analysis, and market data, collaborating with colleagues to identify customer journey opportunities.
- Support with the development of the customer journey vision, direction, prioritisation, capabilities, guidelines, frameworks and outcomes.
- Support and maintain the journey backlog.
- Support with coordinating the alignment with cross-functional global teams, and cross-journey collaboration with other Journey Managers.
- Liaise with Programme Managers on market-specific journey planning.
- Coordinate the development of journey guidelines and frameworks.
- Manage the strategy to achieve desired business and customer outcomes in the servicing and aftersales customer journeys.
- Work with business functions to identify dependencies.
- Brief product and channel owners on strategic initiatives and goals.
- Contribute to the evolving key customer needs over time that align with business objectives.
- Provide journey and business requirements to stakeholders as required, including during quarterly planning.
- Collaborate with the Data & Reporting team to identify opportunities for journey and experience optimisation.
- Gather customer & store feedback as well as other relevant insights to influence journey development.

**We would like you to have**
- Knowledge of Digital Customer Experience and Customer Journeys - this can be as a Journey Manager, Customer Experience Manager, Customer Experience Strategist or similar.
- Experience developing insights from data analysis.
- Strategy and planning skills, including the ability to develop and maintain roadmaps in a complex environment.
- Strong stakeholder management, communication, and presentation skills - international experience is advantageous.
- The ability to research externally to facilitate creative thinking on journey opportunities.

**The perks**
- The chance to develop your career with a global, multicultural team working on a fascinating customer experience transformation programme.
- A flexible working environment and the ability to work from home / flexible hours.
- Private healthcare and private dental insurance.
- Competitive pension, 26 days holiday (excluding bank holidays).
- Car lease scheme, season ticket loan and cycle to work schemes.

**Match Digital **specialises in connecting talented individuals with businesses in the digital, tech, media and marcomms industries.

Follow us on LinkedIn for upcoming roles:
**Salary**: £59,000.00-£69,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- Monday to Friday

Work Location: Hybrid remote in London

Reference ID: 32324

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