To lead customer research initiatives that inform and optimize digital customer journeys and touchpoints across Maruti Suzuki s platforms, ensuring a seamless, personalized, and data-driven experience for users.

Key Responsibilities

Customer Journey Mapping & Optimization

Develop detailed customer journey maps across digital and physical touchpoints.

Identify friction points and opportunities for personalization.

Collaborate with UX/UI and product teams to improve digital interfaces and service flows.

Touchpoint Analysis & Strategy

Audit and evaluate all customer touchpoints (website, app, service centers, digital campaigns).

Recommend enhancements based on behavioral data, feedback, and usability testing.

Customer Experience Research

Design and conduct qualitative and quantitative research (e.g., surveys, interviews, diary studies, ethnographic research).

Analyze customer sentiment, motivations, and pain points across segments.

Translate insights into actionable recommendations for product, marketing, and service teams.

Maintain a repository of customer personas and journey maps.

Data-Driven Decision Making

Use analytics tools (e.g., Google Analytics, Mixpanel, Power BI) to derive actionable insights.

Integrate research findings with behavioral and transactional data.

Present findings to leadership with clear business impact and strategic recommendations.

Cross-Functional Collaboration

Partner with marketing, product, IT, and dealership teams to align CX strategies.

Ensure consistent messaging and experience across channels and customer lifecycle stages.

Innovation & Benchmarking

Stay updated on global CX trends, tools, and methodologies.

Pilot new digital CX initiatives (e.g., virtual showrooms, AI chatbots, personalized content).

Ideal Candidate Profile

Education:

MBA with specialization in Product Management, Marketing, or Customer Experience Strategy.

Alternatively, a Master s in Human-Centered Design, Psychology, or Digital Business Transformation.

Experience:

5+ years in customer research, preferably in automotive, tech, or consulting sectors.

Proven track record of leading customer journey and touchpoint initiatives in digital environments.

Skills:

Journey mapping tools (e.g., Smaply, Lucidchart)

Research platforms (e.g., Qualtrics, UserTesting)

Strong storytelling and presentation skills

Familiarity with agile, design thinking, and digital product development methodologies

Why This Role Matters at Maruti Suzuki

Maruti is increasingly digitizing the car buying journey from online research to booking test drives and service appointments. This role ensures that every digital interaction is intuitive, empathetic, and aligned with customer expectations.

More Jobs at Maruti True Value

Relationship Manager

New Delhi, Ahmedabad

1.0 - 3.0 yrs

INR 10 - 15 Lacs

FullStack Developer (Node.js + React.js)

Gurugram

5.0 - 10.0 yrs

INR 7 - 12 Lacs

FBP-Model Costing and Analysis

Gurugram

3.0 - 7.0 yrs

INR 4 - 8 Lacs

Data Architect - DX1

Gurugram

5.0 - 10.0 yrs

INR 13 - 17 Lacs

Support Analyst

Gurugram

4.0 - 8.0 yrs

INR 3 - 6 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Maruti True Value

Before You Leave... Find Your Perfect Job!

Login to

Please Verify Your Phone or Email

Confirm Action

Contact Us

Search

Profile

Upskill and Grow with AI

Personal Settings

Customer Journey Specialist

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Key Responsibilities

Customer Journey Mapping & Optimization

Touchpoint Analysis & Strategy

Customer Experience Research

Data-Driven Decision Making

Cross-Functional Collaboration

Innovation & Benchmarking

Ideal Candidate Profile

Education:

Experience:

Skills:

Why This Role Matters at Maruti Suzuki

More Jobs at Maruti True Value