Customer Journey Specialist

Inetum

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Pay not listed

  • Hybrid
  • Full-time
  • Lisbon, Lisbon, Portugal
  • 7d ago

Job Description

Support the design and improvement of customer experiences across different touchpoints by conducting customer research, analyzing data and generating insights. Collaborate with cross-functional teams to implement customer experience initiatives, monitor results and present findings and recommendations to senior management.

 

Responsibilities:

  • Design customer journeys across different customer touchpoints;
  • Conduct customer research and analyze data to generate customer insights;
  • Collaborate with cross-functional teams to implement customer experience initiatives;
  • Monitor and measure the effectiveness of customer journey improvements;
  • Present findings and recommendations to senior management;
  • Review and optimize e-shop and MVA journeys based on customer feedback and benchmarking insights;
  • Identify opportunities to improve Customer Care communications in order to reduce calls and customer pain points;
  • Identify customer communications from Vodafone, map related processes and work with cross-functional teams to optimize them.


  • Bachelor’s degree, preferably in Business Administration, Marketing or a related field;
  • Strong data analysis skills, including the use of Adobe Analytics, Excel, Power BI or similar tools;
  • Ability to interpret qualitative and quantitative data and derive actionable insights;
  • Excellent written and verbal communication skills;
  • Ability to present complex information in a clear and concise manner to various stakeholders;
  • Demonstrated ability to work effectively in cross-functional teams, including marketing, product development and customer service;
  • Proactive and creative approach to identifying problems and finding innovative solutions;
  • Customer-centric mindset with a passion for understanding and improving the customer experience;
  • Strong empathy skills and genuine interest in customer needs and perspectives;
  • Innovative mindset with the ability to challenge the status quo and identify new ways to enhance the customer experience.


  • Availability to travel within Portugal when required;
  • Availability for occasional international travel;
  • Experience in multicultural and international environments is considered a plus.