Customer Journey Consultant - F/M/NB Lisboa

Customer Journey Consultant - F/M/NB
Lisboa
Lisboa, Lisboa, Portugal

Join to apply for the Customer Journey Consultant - F/M/NB role at Cegid.

Cegid is a European leader in cloud business management solutions for finance (cash-flow, tax, ERP), human resources (payroll, talent management), CPAs, retail, and entrepreneurial sectors. With 5, 000 employees, Cegid helps 750, 000 customers unleash their potential through innovative and purposeful business solutions.

Make more possible is our vocation, reflecting our commitment to shaping the future of our industries and clients by inventing solutions that change how people work for sustainable performance.

@ Customer Experience Team

Within this team, the Customer Journey Consultant collaborates closely with all business contributors connected with Cegid's clients. The goal is to understand, map, and optimize the customer experience across all interactions for a specific portfolio of solutions, aiming to improve customer satisfaction, loyalty, retention, and growth.

Your mission

1. Develop the vision of the customer journey: gather operational insights, design the journey, and identify gaps.
2. Map out the customer journey in detail, specifying tools and process changes needed to bridge gaps.
3. Collaborate with functional teams during deployment to measure effectiveness and adjust as necessary.
4. Manage the overall project, mobilize resources, and raise alerts when needed.
5. Keep the customer journey
   -
   - date, including notifications across all touchpoints.

Requirements

• Experience in
  - centered roles such as CX, UX, or Marketing.
• Understanding of customer journey and design thinking methodologies.
• Ability to work with
  - functional teams and manage multiple projects.
• Strong communication, facilitation, presentation, and leadership skills.
• Analytical skills with a
  - oriented attitude.
• Knowledge of HTML and visual collaboration tools (e. g. , Miro) - preferred.
• Minimum 5 years of experience.
• Fluent in English.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

This job is active and accepting applications.