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.
• 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.