What are the responsibilities and job description for the Customer Journey Management Analyst (Hybrid) position at Nycm?
The Customer Journey Management Analyst is responsible for maintaining customer personas. The CJMA will collaborate with team leads and supervisors on execution / implementation of best practices to create experiences that exceed customer expectations. The CJMA will engage project methodologies for ideal and curative state recommendations for product and services cross divisionally to best meet customer needs.
Duties & Responsibilities :
- Gather raw data from multiple sources
- Interpret and understand major themes within the data
- Draw sound conclusions from large sums of data and provide resolutions
- Identify areas of opportunity and points of pain for customer segments
- Forecast the impact of any changes and work with stakeholders to prevent future bad experiences
- Develop and update journey maps from an internal / external perspective
- Conduct curative journey mapping sessions
- Conduct competitive analysis and research.
- Develop recommendations based on customer feedback
- Present opportunities and recommendations to divisions to guide and inspire changes to enhance customer experience
- Document findings and recommendations
- Take meeting notes
- Execute on curative resolutions
- Maintain journey maps as processes and experiences change
- Interview customers for feedback
- Screen and facilitate focus groups
- Attend meetings and seminars
- Continually update knowledge of various project methodologies and all process / experience changes that impact customers based on assigned life cycle
- Be available to work additional hours as the business needs dictate
- Other duties as assigned
Requirements :
Qualifications & Skills :
Payband 4 / Hours 40 per week
Salary Range : $42,000-$57,000
Accepting applications through : 1 / 31 / 2025
Salary : $42,000 - $57,000
