Senior Customer Journey Consultant (Contractor)

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

MW Partners is currently seeking a Senior Customer Journey Consultant to work for our client who is a global leader in multimedia and creativity software products.

Responsibilities and duties:

Frame and structure complex experience problems develop hypotheses and research plans to trace root causes.
Map and diagnose current customer journeys to uncover pain points and opportunity areas leveraging both qualitative and quantitative research.
Facilitate mystery shopper exercises conduct interviews and discovery sessions and drive best-in-class customer insight practices.
Synthesize research into actionable business strategies and present recommendations to leadership and cross-functional teams.
Develop models or benchmarking comparisons to support business case development and strategic decision-making.
Ensure alignment and collaboration with analytics design and operational partners to drive implementation of recommended solutions.

Requirements:

5 7 years in customer experience strategy management consulting or a highly analytical role with a track record of driving cross-functional customer-focused initiatives from insight to execution.
Demonstrated expertise in journey mapping qualitative and quantitative analysis and root cause identification across multi-channel multi-touchpoint experiences.
Process design and optimization background (experience and/or education/training/certifications).
Multi-swim-lane systems data people process flow documentation experience/expertise.
Excellent communication and visual storytelling skills with the ability to persuade and influence across teams.
Exposure to UX/UI design service design or experience benchmarking is preferred.

For a confidential discussion or to find out more contact Indu Sri Lakavath on or apply now.

MW Partners is currently seeking a Senior Customer Journey Consultant to work for our client who is a global leader in multimedia and creativity software products. Responsibilities and duties: Frame and structure complex experience problems develop hypotheses and research plans to trace root causes...