Customer Experience and Journey Optimization Consultant

Process Manager

Description

Overview

We are seeking a highly analytical, proactive, and solutions-oriented Customer Experience and Journey Optimization Consultant with deep functional knowledge of digital analytics, customer journey optimization, and process excellence. The ideal candidate must be able to apply domain expertise to operational scenarios, diagnose discrepancies, and propose optimal solutions using a logical, systematic, and sequential methodology.

The role requires strong leadership, open-mindedness toward team inputs, and the ability to motivate and guide cross-functional teams toward organizational objectives. The candidate must be self-directed, proactive, and committed to meeting internal and external customer needs by auditing processes, implementing best practices, driving continuous improvement, and leveraging available frameworks and tools.

Clear and concise communication—both written and verbal—with clients, colleagues, subordinates, and senior stakeholders is essential.

Key Responsibilities

1. Customer Journey Analytics 

• Set up user journey dashboards across customer touchpoints (web + mobile app) using Adobe Analytics, GA4, and Amplitude.
• Identify customer pain points and validate tagging accuracy using tools such as Omnibug and GA Debugger.
• Conduct cross-device analyses using reporting suites, virtual suites, people metrics, and data warehouse integrations.
• Conduct journey analysis to identify friction points and optimization opportunities.
• Recommend personalization tests and communicate insights to stakeholders
• Perform deep-dive quantitative and qualitative analysis.
• Translate data into actionable recommendations for non-technical stakeholders.

2. Advanced Segmentation

• Build complex behavioral and transactional segments.
• Perform self-serve tag audits to validate tracking and enhance segmentation accuracy.

4. Website & Mobile App Optimization Consulting

• Provide optimization consulting across industries based on journey evaluation and personalization.

• Define website measurement strategies, KPIs, and data integration models.

5. Client Engagement & Business Requirement Gathering

• Collaborate with clients to understand business requirements and objectives.
• Present insights and propose optimization strategies with strong storytelling.
• Collaborate with global teams across marketing, operations, product, and analytics.
• Influence decisions and contribute innovative ideas to improve offerings

6. Data Visualization & Reporting

• Build dashboards using powerpoint.
• Ensure reporting accuracy, consistency, and alignment with business KPIs.

Qualifications and Skills

Must-Have:

• Education: Bachelor’s degree in Analytics, Data Science, Business, Statistics, or a related field. Advanced degrees are a plus.
• Experience: 
  • Minimum of 5 years in analytics, business intelligence, or insights roles, preferably in retail or eCommerce.
  • Experience in eCommerce metrics, such as website traffic, customer journey analysis, or digital marketing performance.
  • Knowledge of advanced segmentation analytics techniques 
  • Demonstrated ability to independently lead analytics projects from ideation to execution.
• Technical Skills:
  • Hands-on experience with Adobe Analytics, GA4, Amplitude.
  • Ability to derive insights and communicate recommendations clearly.
• Communication Skills:
  • Excellent verbal and written communication skills with the ability to translate data insights into clear, actionable recommendations.
  • Proven ability to present insights and recommendations to diverse audiences, including senior executives.

Soft Skills:

• Strong business acumen and a deep understanding of how analytics can drive organizational value.
• Exceptional problem-solving and critical-thinking abilities.
• A proactive and collaborative mindset, with a focus on continuous improvement.