Customer Journey Specialist
Inetum · Lisbon
Company Description
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
Job Description
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.
Qualifications
- 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.
Additional Information
- Availability to travel within Portugal when required;
- Availability for occasional international travel;
- Experience in multicultural and international environments is considered a plus.