Customer Journey Specialist
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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- 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.
Inetum is a European leader in digital services , supporting organizations as they navigate continuous technological change. The company helps clients accelerate their digital transformation through a broad portfolio that includes consulting, application services, digital engineering, cloud, cybersecurity, platforms, and infrastructure services
Additional Information- Availability to travel within Portugal when required;
- Availability for occasional international travel;
- Experience in multicultural and international environments is considered a plus.
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