The Customer Journey Expert (CJE) – Digital Sales combines a strong customer mindset with analytical rigor and hands‑on execution, working closely with Digital Sales, Performance, Product, Data, UX and Sales teams to translate insights into tangible improvements and measurable impact.
Sebbene l'esperienza qualificato e le qualifiche siano fondamentali per questo ruolo, si assicuri di verificare di possedere le soft skill preferenziali, se richieste, prima di candidarsi.
Key Responsibilities
- Analyse and map end‑to‑end customer journeys (acquisition, onboarding, usage, cross‑sell), identifying friction points, drop‑offs and growth opportunities.
- Design and optimise digital and omnichannel journeys with a strong focus on customer experience, simplicity and conversion.
- Work closely with Digital Sales and Performance teams to improve funnels, landing pages and key touchpoints.
- Turn quantitative and qualitative insights into clear actions, experiments and iterative improvements.
- Collaborate with UX/UI designers, Product Owners and IT to ensure consistency between designed and delivered experiences.
- Enable and support continuous experimentation (A/B testing, CRO initiatives, new flows) across journeys.
- Contribute to building a holistic customer view in close collaboration with Data & Customer Intelligence teams.
- Monitor and communicate journey performance using relevant KPIs (conversion, drop‑off, time‑to‑yes, NPS, CES).
- Act as a customer advocate within the organisation, bringing the customer perspective into growth and decision‑making discussions.
Qualifications and Skills
- Master’s degree.
- 4–7 years of experience in customer journey management, digital sales, CRO, UX, growth or digital product roles.
- Strong experience in analysing and optimising digital funnels and customer flows.
- Ability to interpret customer behaviour data (web analytics, CRM data, customer insights).
- Experience working in cross‑functional digital environments (marketing