Customer Journey Specialist

The Customer Journey Specialist for the "I Receive" (order delivery) and "I Return" (return process) experiences is dedicated to mapping, analyzing, and optimizing every touchpoint to ensure a seamless and efficient customer journey.

You will partner with stakeholders in Logistics, Customer Service, and Carriers to streamline processes and enhance policies, using data-driven insights and feedback to guide improvements

• Collaborate with cross‑functional teams (e.g., Logistics, Customer Service, Carriers) to refine processes and policies.
• Monitor KPIs for the I Receive and I Return journeys, ensuring that customer satisfaction (e.g., NPS and CSAT) improves while maintaining operational efficiency.
• ???? Key Responsibilities
• Map delivery and return journeys, identifying pain points and optimization opportunities
• Analyze data and feedback to uncover root causes and propose improvements
• Design and pilot process enhancements to reduce delays, errors, and inefficiencies
• Evaluate and refine policies to balance service quality with cost-effectiveness
• Present insights and recommendations to leadership and stakeholders
• ???? Qualifications
• 2–3 years in customer experience, journey mapping, or logistics
• Strong analytical skills with experience using CRM, support desk, and analytics tools
• Excellent communicator, adept at cross-functional collaboration
• Proven ability to manage multiple priorities in a fast-paced environment

Key Performance Indicators (KPIs) :

 Shipment and Returns NPS / CSAT : Improvement in satisfaction scores for delivery and

return experiences.

 Journey Efficiency Metrics : Reduction in delivery delays and return processing times.

 Customer Touchpoint Effectiveness : Increase in positive feedback at critical journey

stages.

 Error Reduction : Decrease in the rate of errors or complaints related to delivery and

return policies.

• ???? Ready to Apply

Apply via the link below or share this post with someone who'd be a great fit!

#Hiring #CustomerExperience #JourneyMapping #Logistics #CustomerSatisfaction #OperationalExcellence #Hyderabad

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Skills Required

analytics tools