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Customer Journey Analyst - 37530

  • Location: Warwickshire
  • Salary: £35.55 - 35.55 per hour per hour
  • Job Type:Contract

Posted 12 days ago

Title: Customer Journey Analyst - 37530

Division: Service Communications

Contract Position based at: Gaydon

Rate: up to £35.55/hr Ltd (c. £27.38/hr PAYE option)

Position Description:

The Customer Journey Analyst is integral in enabling the delivery of a holistic and multi-channel customer journey for world class propositions to support aim of providing customers with luxury experiences that are like no other.

Key Performance Indicators

  • Review & Analysis
  • Conduct in-depth review of customer insight, competitor analysis and technology analysis research to assess the impact on the journey
  • Maintain competitor analyses which include product and user experience benchmarking, to cross analysis our proposition.
  • Monitor teams workstream scope and deliverables to assess the coverage of enablement of the customer journey.
  • Support with the integration of the customer insights into the journey mapping, pulling out how the customer thinking and feeling points need to be considered at each touch point.
  • Identify cross purpose or gaps in the teams business development to support the customer journey

Key Accountabilities and Responsibilities

Review & Analysis

  • Maintain a consistent record and learnings of the in-depth review of customer insight, competitor analysis and technology analysis research to assess the impact on the journey
  • Identify trends, make recommendations and support the incorporation of these in the overall journey mapping
  • Ensure a consistent connection to the broader teams workstream scope, deliverables and progress to assess impact.

Planning & Mapping

  • Own the integrity and currency of the overarching customer journey mapping, ensuring it can constantly be referenced as a correct record of proposed delivery.
  • Host workshops to work through Customer Journey planning and commitments across the full wider team
  • Prepare and maintain regular reporting on identified gaps or cross purposes within the mapping, and drive for resolution from the identified lead
  • Collate and prioritise journey requirement decisions to feed into Senior Leadership

Journey Creation & Requirements Distillation

  • Consult on the Journey output into the relevant teams, enabling them to distil their specific requirements
  • Develop and shape specific detailed journeys that construct a story to help stakeholders visualise the output of our deliverables, and assist assessment of their scope
  • Become the source for where stakeholders can conduct a Customer Journey assessment when making decisions within their work streams

Essential Skills and Experience:

  • Customer Experience mind-set
  • Strong knowledge of automotive operations and the delivery of a customer experience therein
  • Excellent project management skills

Experience Preferred:

  • Have previous experience in creating customer journey mapping
  • A background of working within automotive and / or luxury operations Previous experience of market and competitor analysis
  • Demonstrated experience with product analysis and competitive benchmarking.
  • Agile knowledge preferred

Education Required:

Relevant Degree or equivalent experience preferred

Additional Information:

** THIS POSITION IS CONFIRMED INSIDE IR35 **

To apply, please email your CV to ellie.ebbage@jonlee.co.uk.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.