Customer Journey Specialist

3 days ago

Hyderabad, India Hiret Consulting Full time

We're Hiring: 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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