Description:
We are seeking a driven and detail-oriented Digital Customer Journey Consultant to join our team on a contract basis. The successful candidate will be responsible for mapping existing digital customer journeys, analysing touchpoints, and developing actionable insights to optimise the overall customer experience.
Role & Responsibilities:
- Conduct in-depth analysis of current digital customer journeys, identifying strengths and weaknesses
- Map customer pathways to understand how users are landing on our website and navigating through the site
- Evaluate drop-off points in the customer journey and propose strategies for improvement
- Identify key touchpoints throughout the customer journey to enhance satisfaction and engagement
- Develop recommendations to improve conversion rates based on analysis and insights gathered
- Collaborate with cross-functional teams to implement enhancements and track effectiveness
- Provide ongoing reporting and insights to stakeholders on customer journey performance
Skills & Experience:
- Proven experience in digital customer journey mapping and optimisation, preferably within the retail sector
- Strong analytical skills with the ability to interpret data and translate findings into actionable strategies
- Familiarity with web analytics tools (e.g., Google Analytics, Adobe Analytics) and customer experience platforms
- Excellent communication and presentation skills to effectively share insights and recommendations
- A proactive mindset with a passion for enhancing customer experience and driving conversions