Job Description

As a Customer Journey Expert, you will play a key role in understanding, designing, and optimizing customer journeys to enhance overall experience, satisfaction, and loyalty. You will be responsible for identifying friction points and proposing concrete improvements.

Your Responsibilities

• Analyze existing customer journeys (both digital and physical) to identify pain points and opportunities for improvement.
• Design smooth, coherent, and user-centric customer journeys (UX, service design).
• Define customer experience–related performance indicators (KPIs) and monitor their evolution.
• Work closely with product, marketing, customer service, IT, and data teams to implement practical solutions.
• Contribute to customer journey mapping and its continuous evolution.
• Lead co-creation or design thinking workshops with internal stakeholders and, occasionally, customers.
• Conduct user tests, surveys, or customer interviews to gather actionable insights.

Profile Sought

• Master’s degree or equivalent in marketing, UX design, project management, or a related field.
• At least 3 years of experience in customer experience management, journey design, or UX.
• Strong analytical skills and a user-centric mindset.
• Proficiency with agile methodologies.
• Excellent communication, coordination, and change-management skills.
• Knowledge of the banking sector is an asset.