Digital Customer Journey Analyst

Job Description

Job Description Role: Digital Customer Journey Analyst As a Digital Customer Journey Analyst at Kia India, you will play a key role in analyzing and enhancing the digital customer experience. Your insights will directly influence how we engage with customers online, creating more personalized and seamless experiences across all digital touchpoints. Key Responsibilities Data Collection & Analysis: Collect and analyze customer data from various sources, including CRM systems, to gain insights into customer behavior and experiences. Data Visualization & Insights: Utilize tools like Tableau to visualize trends, patterns, and key insights, translating complex data into actionable recommendations. Metrics Tracking: Monitor and track key performance indicators (KPIs), such as customer satisfaction, conversion rates, and retention rates, to assess the impact of digital initiatives. Customer Journey Mapping: Create detailed customer journey maps to visualize the experience across digital touchpoints and identify pain points in the customer experience. Technology Evaluation: Assess new digital tools and technologies to improve customer satisfaction and enhance operational productivity. Journey Optimization: Identify opportunities to streamline the customer journey, eliminate friction points, and enhance overall user experience. Cross-functional Collaboration: Collaborate with marketing, product, and customer service teams to implement changes and recommendations based on journey mapping insights. Customer Segmentation: Segment customers based on demographics, behaviors, and preferences to deliver targeted, personalized experiences. Feedback Loop: Collect and analyze customer feedback to continuously improve product offerings, customer service practices, and marketing strategies. Key Skills & Qualifications Bachelor's degree in Marketing, Business, Data Science, or a related field 3–5 years of experience in digital analytics, customer experience, or related roles Strong proficiency in data visualization tools like Tableau or similar platforms Experience with CRM systems and analyzing customer behavior data Ability to create customer journey maps and identify key insights Excellent analytical, problem-solving, and communication skills Strong collaboration and teamwork abilities A passion for improving the customer experience and driving digital innovation Skills Required Data Visualization, Data Analytics, Dashboards, CRM Management, Customer Segmentation, Presentation Skills Location Gurgaon, Haryana, India Posted On 1743834619000 Years Of Experience 2 to 3 years Show more Show less