Customer Journey Specialist

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

Requirements

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

Nice to have

Experience in multicultural and international environments