Customer Journey Expert (Digital Sales)

Job description

The Customer Journey Expert (CJE) – Digital Sales combines a strong customer mindset with analytical rigor and hands‑on execution, working closely with Digital Sales, Performance, Product, Data, UX and Sales teams to translate insights into tangible improvements and measurable impact. Key Responsibilities: - Analyse and map end‑to‑end customer journeys (acquisition, onboarding, usage, cross‑sell), identifying friction points, drop‑offs and growth opportunities - Design and optimise digital and omnichannel journeys with a strong focus on customer experience, simplicity and conversion - Work closely with Digital Sales and Performance teams to improve funnels, landing pages and key touchpoints - Turn quantitative and qualitative insights into clear actions, experiments and iterative improvements - Collaborate with UX/UI designers, Product Owners and IT to ensure consistency between designed and delivered experiences - Enable and support continuous experimentation (A/B testing, CRO initiatives, new flows) across journeys - Contribute to building a holistic customer view in close collaboration with Data & Customer Intelligence teams - Monitor and communicate journey performance using re...