Customer Journey Specialist

The Senior Customer Journey Specialist will lead the definition, evolution, and optimization of end-to-end customer experiences, ensuring their alignment with business objectives and a transversal vision throughout the organization.

Requires high analytical capacity and a critical vision to identify customer pains, question the current state of processes, and promote improvements with real impact. They will work directly on transformation initiatives linked to the technological evolution of systems, connecting business and technology, with a focus on execution and the achievement of results.

They will be a key figure in driving continuous improvement, collaborating with different areas of the company to ensure that initiatives are not only designed, but implemented and generate a sustainable impact on the customer experience and the business.

• Design, evolve, and manage end-to-end customer journeys throughout the customer lifecycle.

• Identify friction points, improvement opportunities, and unmet needs in the customer experience.

• Work operational processes with business teams to implement and ensure that things happen.

• Ensure a consistent experience across all touchpoints and channels.

• Drive initiatives oriented towards simplifying and improving the customer experience.

• Proactively identify customer pains and improvement opportunities.

• Question existing processes and propose solutions oriented towards simplification and efficiency.

• Drive initiatives that improve both the customer experience and business results.

• Ensure the rollout of initiatives, from definition to actual implementation.

• Monitor progress, unblock dependencies, and guarantee advancement.

• Clear orientation towards "making things happen," avoiding staying solely at the conceptual design stage.

• Translate business needs into clear functional and technical requirements.

• Participate in: Refinements, definition of solutions, and validation of developments

• Work closely with IT/Technology and Data to ensure viable and scalable solutions.

• Define and optimize automated flows (triggers, segmentation, decision rules).

• Ensure that communications are relevant and aligned with customer behavior.

• Supervise the correct implementation in Modular CRM tools

• Critical vision and focus on continuous improvement

• Ability to detect and prioritize customer pains

• Strong orientation towards execution ("make things happen")

• Resilience and ability to move forward in complex environments

• Analytical and data-oriented thinking

• Ability to translate business ↔ technology

• Stakeholder management

• Orientation towards business impact