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.
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Key Responsibilities:
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- 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:
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- 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, product, IT, data)
- Structured problem solving skills and a strong results oriented mindset
- Ex