Customer Journey Mapping

BlackStone eIT is seeking a detail-oriented and innovative Customer Journey Mapping Specialist to join our team. In this role, you will be responsible for analyzing customer interactions and experiences across various touchpoints to enhance overall satisfaction and retention. You will work closely with cross-functional teams to outline and optimize the customer journey, ensuring that client needs are met at every stage.

Key Responsibilities

• Conduct research to gather insights on customer behaviors, needs, and pain points throughout their journey with our products and services.
• Create detailed customer journey maps that visualize the various stages of the customer experience.
• Collaborate with product, marketing, and support teams to identify opportunities for improvement at each touchpoint.
• Analyze feedback from customers to refine and enhance the customer journey continuously.
• Utilize data analytics to track the effectiveness of implemented changes across the customer experience.
• Present findings and recommendations to stakeholders to drive strategic decisions and initiatives.
• Stay up-to-date on industry trends and best practices related to customer experience and journey mapping.