Customer Journey Owner - Business Consultant

Job description

Every great customer experience starts with a smooth journey. As a Customer Journey Owner , you take end-to-end ownership of a customer journey, ensuring it works smoothly for customers and the business while continuously driving the customer experience to a higher level. You spot friction, turn insights into concrete improvements, and make sure those improvements get delivered. You collaborate across business and IT, drive initiatives with impact, and keep the customer at the heart of every decision. If you enjoy ownership, stakeholder management, technical processes and making things better every day, this role is for you. Your responsibilities as a Customer Journey Owner: - You own and oversee one or more end-to-end customer journeys, ensuring a seamless experience across channels and touchpoints. - You continuously monitor journey performance using data, insights, and customer feedback to identify friction points and improvement opportunities. - You define concrete journey improvements and ensure they are properly prioritized, delivered, implemented, and embedded. - You ensure all decisions reflect a strong customer-first approach, balanced with operational efficiency and feasi...