Customer Journey Consultant

2 months ago

London, United Kingdom JSS Transform Full time
Job Description

Customer Journey Consultant


Our Global Logistics Client is currently looking for Senior Consultant – with strong and recent experience of Customer Journey optimisation from an IT perspective.

If you’re passionate about customer-centric IT strategies and have a knack for mapping and improving customer journeys, we want to hear from you


Role Overview

As a Senior IT - Customer Journey Consultant, you’ll analyse, design, and optimize IT processes for the journey customers take from start to finish. Working across departments, you’ll be a key player in identifying, developing solutions, and implementing strategies that enhance our customers' overall experience. This role requires a combination of strategic IT thinking, analytical skills, and empathy for customer needs.


Key Responsibilities

  • Customer Journey Mapping: Develop and refine customer journey maps to understand current experiences and pinpoint areas for improvement.
  • Data Analysis & Insights: Leverage customer feedback, journey analytics, and performance data to assess customer satisfaction and behaviour.
  • Solution Design: Identify pain points and design innovative solutions to improve customer experience at every stage of the journey.
  • Continuous Improvement: Create reports to monitor improvements, providing actionable insights to stakeholders and adjusting strategies as needed.


Skills & Experience

  • Multiple years’ experience consulting on customer experience, consulting, journey mapping, or related workstreams.
  • Ideally you have a strong Logistics Industry background
  • Proficiency in journey mapping tools (e.g., Smaply, UXPressia) and data analysis platforms (e.g., Tableau, Google Analytics)
  • Strong analytical abilities with a focus on data-driven decision-making
  • Excellent communication and presentation skills
  • Ability to work collaboratively across teams and influence without authority
  • A strong customer-focused mindset with the ability to empathize and think from the customer’s perspective

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