Customer Journey Consultant

Job Summary

A company is looking for a Customer Journey Consultant to support initiatives aimed at enhancing the customer servicing experience.

Key Responsibilities

• Document and visualize end-to-end customer journeys across various servicing touchpoints
• Create process flows and journey maps to articulate customer experience and identify operational friction points
• Analyze operational data to identify opportunities for improvement in self-service adoption and efficiency

Required Qualifications

• Strong background in Business Analysis, Customer Journey Mapping, or Operational Consulting
• Experience working in customer-facing or customer-servicing organizations
• High comfort level with data analysis in Excel, including pivot tables
• Experience creating professional PowerPoint presentations for leadership audiences
• Ability to independently identify issues and engage stakeholders effectively