Customer Journey Analytics

Role Overview

We are seeking an experienced Customer Journey Analytics & Experience Measurement Specialist to support the development and enhancement of customer journey analytics and digital customer experience measurement capabilities.

The successful candidate will work closely with Experience Managers, Product Owners, Data & Analytics teams and Digital Channel teams to define meaningful customer experience measures, identify data and reporting gaps, and develop dashboards and improvement roadmaps.

The role will play a key part in establishing a robust Customer Journey Analytics (CJA) dashboard, improving data quality and tagging, and ensuring that customer experience performance can be effectively measured and optimised across digital journeys.

Key Responsibilities

• Lead and support Customer Journey Analytics (CJA) and digital experience measurement initiatives.
• Define and establish customer experience KPIs, success metrics and measurement frameworks.
• Gather business, customer and technical requirements from key stakeholders.
• Work collaboratively with Experience Managers, Product Owners, Data & Analytics teams and Digital Channel teams.
• Identify gaps and issues relating to data quality, tagging, taxonomy, classification and reporting.
• Partner with analytics and technical teams to improve data collection and measurement capabilities.
• Support the design and development of performance dashboards and reporting solutions.
• Translate customer journey and digital analytics insights into actionable recommendations.
• Create and manage prioritised backlogs of measurement and data improvements.
• Develop improvement roadmaps, prioritising initiatives based on customer impact, business value and data readiness.
• Support continuous improvement of digital customer journeys through analytics and experience measurement.
• Communicate insights, findings, priorities and recommendations clearly to both technical and non-technical stakeholders.

Experience & Skills

• Customer Journey Analytics (CJA), digital analytics, product analytics or customer experience measurement.
• Defining and measuring customer experience KPIs and success metrics.
• Developing dashboards, reporting and performance measurement solutions.
• Working with cross-functional teams including Product, Digital, Data & Analytics and Customer Experience.
• Requirements gathering and translating business needs into analytics and measurement requirements.
• Identifying data quality, tagging, taxonomy, classification and reporting gaps.
• Developing and prioritising backlogs and improvement roadmaps.
• Stakeholder management and communication across multiple business and technical teams.
• Using data and customer insights to identify opportunities for digital experience improvement and optimisation.