Customer Journey Specialist

???? Were Hiring: Customer Journey Specialist

The Customer Journey Specialist for the "I Receive" (order delivery) and "I Return" (return process) experiences is dedicated to mapping, analyzing, and optimizing every touchpoint to ensure a seamless and efficient customer journey.

You will partner with stakeholders in Logistics, Customer Service, and Carriers to streamline processes and enhance policies, using data-driven insights and feedback to guide improvements

• Collaborate with cross?functional teams (e.g., Logistics, Customer Service, Carriers) to refine processes and policies.

• Monitor KPIs for the I Receive and I Return journeys, ensuring that customer satisfaction (e.g., NPS and CSAT) improves while maintaining operational efficiency.

???? Key Responsibilities

• Map delivery and return journeys, identifying pain points and optimization opportunities
• Analyze data and feedback to uncover root causes and propose improvements
• Design and pilot process enhancements to reduce delays, errors, and inefficiencies
• Evaluate and refine policies to balance service quality with cost-effectiveness
• Present insights and recommendations to leadership and stakeholders

???? Qualifications

• 23 years in customer experience, journey mapping, or logistics
• Strong analytical skills with experience using CRM, support desk, and analytics tools
• Excellent communicator, adept at cross-functional collaboration
• Proven ability to manage multiple priorities in a fast-paced environment

Key Performance Indicators (KPIs):

? Shipment and Returns NPS/CSAT: Improvement in satisfaction scores for delivery and

return experiences.

? Journey Efficiency Metrics: Reduction in delivery delays and return processing times.

? Customer Touchpoint Effectiveness: Increase in positive feedback at critical journey

stages.

? Error Reduction: Decrease in the rate of errors or complaints related to delivery and

return policies.

???? Ready to Apply

Apply via the link below or share this post with someone whod be a great fit!

#Hiring #CustomerExperience #JourneyMapping #Logistics #CustomerSatisfaction #OperationalExcellence #Hyderabad