Workflow Analyst

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Workforce Analyst is responsible for analyzing and optimizing the customer experience across all touchpoints. This role focuses on mapping the end-to-end customer journey, identifying pain points, and developing solutions to improve the overall customer experience. The analyst will work closely with various departments, including marketing, sales, product development, and customer service, to ensure a seamless and efficient customer workflow.

As Workflow Analyst, You Will

Customer Journey Mapping :

• Develop and maintain detailed customer journey maps that illustrate the customer experience across all channels (digital, in-store, phone, etc.).
• Identify key touchpoints, customer emotions, and actions at each stage of the customer lifecycle
• Conduct research to understand customer needs, motivations, and behaviors

Workflow Analysis :

Data Collection and Analysis :

Recommendations and Reporting :

Collaboration :

Continuous Improvement :

As Workflow Analyst, You Need

Skills Required

workflow analysis, customer journey mapping , business marketing