Customer Journey Expert

Job description

Role Purpose The Customer Journey Expert, within the Digital Tribe in the Private Individuals domain, is responsible for designing, governing and continuously evolving end‑to‑end customer experiences across the customer lifecycle, with a strong focus on digital channels, data‑driven decision making and value creation. The role covers the full Customer’s Life, ensuring coherence, consistency and quality of experiences across moments that matter. The CJE acts as an owner of customer journeys, combining customer insight, digital product thinking and process intelligence to drive measurable outcomes. Key Responsibilities: 1. Customer Journey Ownership Own and evolve end‑to‑end customer journeys across the Customer’s Life, ensuring consistency, clarity and customer value. Translate customer needs, behaviors and expectations into journey designs and experience improvements. Ensure journeys are aligned with strategic priorities and deliver measurable customer and business impact. 2. Digital KPI Define and monitor digital and journey KPIs (e.g. experience quality, effectiveness, adoption, friction points). Use data and insights to identify pain points, opportunities and root causes along c...