Role Profile: Customer Journey Mapping Specialist

The Customer Journey Mapping Specialist is responsible for visualising and analysing the various touchpoints a customer has with a company throughout their interaction. This role focuses on creating comprehensive customer journey maps to identify pain points and enhance the overall customer experience.

• Research and gather data on customer interactions across all channels.

• Create detailed customer journey maps that illustrate the customer experience from awareness to purchase and beyond.

• Collaborate with cross-functional teams to identify and address areas of improvement in the customer journey.

• Conduct user testing and gather feedback to refine journey maps.

• Monitor metrics related to customer experience to measure the impact of changes made.

• Strong analytical skills to interpret customer data and feedback.

• Excellent visualisation and presentation skills to create engaging and informative maps.

• Proficient in design tools and software for mapping (e.g., Lucidchart, Miro, or Adobe Creative Suite).

• Strong communication skills to work effectively with various departments.

• Bachelor’s degree in Marketing, Business, or a related field.

• Experience in customer experience, market research, or related analytics roles is beneficial.

There are opportunities for advancement into roles such as Senior Customer Journey Mapping Specialist, Customer Experience Manager, or Head of Customer Insights.

• Customer Experience Professionals Association (CXPA) for tools and templates.

• Courses on platforms like Udemy or LinkedIn Learning focused on customer journey mapping.

• Books like "Mapping Experiences" by Jim Kalbach for insights into customer journey design.

Using journey maps to redesign a website's user experience to reduce dropout rates during the checkout process. Conducting workshops with various teams to align on customer touchpoints that require improvements in service delivery.