BlackStone eIT is seeking a detail-oriented and innovative Customer Journey Mapping Specialist to join our team. In this role, you will be responsible for analyzing customer interactions and experiences across various touchpoints to enhance overall satisfaction and retention. You will work closely with cross-functional teams to outline and optimize the customer journey, ensuring that client needs are met at every stage.

REQUIREMENTS

• Bachelor’s degree in Marketing, Business Administration, Psychology, or a related field.
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• Deep understanding of customer needs, behaviors, and preferences from a Higher Education Academic Institution personas perspective, to deliver exceptional experiences.

• Should be a process consultant. Expertise in mapping end-to-end customer journeys, identifying pain points, process re-engineering and designing user-friendly, intuitive digital interfaces.
• Proficiency in analyzing customer data using CRM, analytics, and feedback tools (Power BI, Tableau, Google Analytics, Medallia, Qualtrics etc.) to drive CX improvements.
• Experience in creating seamless, consistent experiences across web, mobile, social media, email, and in-store channels; leveraging segmentation and personalization strategies.
• Skilled in collecting, analyzing, and acting on feedback via surveys, social listening, and direct interactions to enhance satisfaction and loyalty.
• Ability to develop, implement, and refine CX strategies aligned with business goals, managing organizational change effectively.
• Strong collaboration with academic business, administrative business, communication, partnership, product, IT, and support teams to ensure cohesive customer experiences.
• Familiarity with Salesforce, MS Dynamics, HubSpot, Zendesk, Freshdesk, and other CX/feedback platforms; knowledge of omnichannel messaging, A/B testing, and personalization tools.
• Designing initiatives to improve retention, lifetime value, and satisfaction through loyalty programs and targeted engagement.
• Ability to handle complaints, resolve conflicts, and turn negative experiences into positive outcomes.
• Communicate insights effectively to stakeholders.
• Empathy, strong communication, creativity, adaptability, emotional intelligence, and collaboration to enhance both customer and organizational outcomes.
• 4+ years of experience in customer experience, user experience, or related roles.
• Proficient in creating customer journey maps and understanding customer-centric design.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Excellent communication and presentation skills, with the ability to influence cross-functional teams.
• Experience with survey tools, customer feedback platforms, and data analytics software.
• Creative thinker with a passion for enhancing the customer experience.
• Ability to work autonomously and manage multiple projects simultaneously in a fast-paced environment.

• Conduct research to gather insights on customer behaviors, needs, and pain points throughout their journey with our products and services.
• Create detailed customer journey maps that visualize the various stages of the customer experience.
• Collaborate with product, marketing, and support teams to identify opportunities for improvement at each touchpoint.
• Analyze feedback from customers to refine and enhance the customer journey continuously.
• Utilize data analytics to track the effectiveness of implemented changes across the customer experience.
• Present findings and recommendations to stakeholders to drive strategic decisions and initiatives.
• Stay up-to-date on industry trends and best practices related to customer experience and journey mapping.