Customer Journey Specialist

6 days ago


Gurgaon Haryana, India Maruti Suzuki Full time

To lead customer research initiatives that inform and optimize digital customer journeys and touchpoints across Maruti Suzuki s platforms ensuring a seamless personalized and data-driven experience for users Key Responsibilities 1 Customer Journey Mapping Optimization Develop detailed customer journey maps across digital and physical touchpoints Identify friction points and opportunities for personalization Collaborate with UX UI and product teams to improve digital interfaces and service flows 2 Touchpoint Analysis Strategy Audit and evaluate all customer touchpoints website app service centers digital campaigns Recommend enhancements based on behavioral data feedback and usability testing 3 Customer Experience Research Design and conduct qualitative and quantitative research e g surveys interviews diary studies ethnographic research Analyze customer sentiment motivations and pain points across segments Translate insights into actionable recommendations for product marketing and service teams Maintain a repository of customer personas and journey maps 4 Data-Driven Decision Making Use analytics tools e g Google Analytics Mixpanel Power BI to derive actionable insights Integrate research findings with behavioral and transactional data Present findings to leadership with clear business impact and strategic recommendations 5 Cross-Functional Collaboration Partner with marketing product IT and dealership teams to align CX strategies Ensure consistent messaging and experience across channels and customer lifecycle stages 6 Innovation Benchmarking Stay updated on global CX trends tools and methodologies Pilot new digital CX initiatives e g virtual showrooms AI chatbots personalized content Ideal Candidate Profile Education MBA with specialization in Product Management Marketing or Customer Experience Strategy Alternatively a Master s in Human-Centered Design Psychology or Digital Business Transformation Experience 5 years in customer research preferably in automotive tech or consulting sectors Proven track record of leading customer journey and touchpoint initiatives in digital environments Skills Journey mapping tools e g Smaply Lucidchart Research platforms e g Qualtrics UserTesting Strong storytelling and presentation skills Familiarity with agile design thinking and digital product development methodologies Why This Role Matters at Maruti Suzuki Maruti is increasingly digitizing the car buying journey from online research to booking test drives and service appointments This role ensures that every digital interaction is intuitive empathetic and aligned with customer expectations



  • Haryana, India Roche Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...


  • Gurgaon, Haryana, India VLCC Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionFor over 33 years, VLCC has been redefining beauty and wellness with science-backed solutions. Our extensive range of services and products are designed to meet your unique needs and are supported by a team of skilled professionals. With a commitment to innovative and expert care, we empower individuals to unlock their true beauty and...


  • Delhi & Haryana, India Roche Full time

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...


  • Gurgaon, Haryana, India Airbnb Full time

    The Community You Will Join As a member of the Airbnb Customer Support team you ll play a vital role as a Resolution Specialist within the volume tiers Resolution Specialists serve as our initial point of contact addressing community inquiries and concerns Our community relies on us for Accessible support that s easy to find Faster resolution preferably...


  • Gurgaon, Haryana, India Cvent Full time

    Overview We re looking for a savvy Customer Advocacy Specialist to help execute optimize and scale our Advocacy programs within our Customer Base This person will help drive advocacy acts and amplify our customers voices in the market The ideal candidate will be results-oriented creative and capable of working cross-functionally across marketing customer...


  • Gurgaon, Haryana, India Piezel LLC Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionPiezel LLC is a trusted customer support solutions provider with over 15 years of experience delivering high-quality inbound and outbound call services. We specialize in helping businesses strengthen customer relationships, increase satisfaction, and drive growth through professional, personalized communication. Our experienced team...


  • Gurgaon, Haryana, India Cloutflow Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionWe at Cloutflow are building Influencer Marketing 2.0. Driven by a singular purpose to power Influencer Marketing with data, our platform allows you to track and analyze key metrics, target the right audience, and optimize your influencer partnerships for maximum ROI.Role DescriptionThis is an on-site, full-time role for a Customer Support...


  • Gurgaon, Haryana, India Hindrishi Ayurveda Full time ₹ 2,50,000 - ₹ 3,00,000 per year

    IMMEDIATE JOINERS PreferredRole DescriptionThis is a full-time, on-site role for a Telesales Specialist in Gurugram. The Telesales Specialist will be responsible for engaging with potential customers over the phone to promote and Sell/ Confirm Orders for our Ayurvedic products. Daily tasks include understanding customer needs, providing product information,...


  • Gurgaon, Haryana, India Lonza Full time

    Today Lonza is a global leader in life sciences operating across three continents While we work in science there s no magic formula to how we do it Our greatest scientific solution is talented people working together devising ideas that help businesses to help people In exchange we let our people own their careers Their ideas big and small genuinely improve...


  • Gurgaon, Haryana, India Delta Electronics Full time ₹ 6,00,000 - ₹ 8,00,000 per year

    Company DescriptionDelta is a global innovator in power electronics and a leading provider of switching power supplies, DC brushless fans, power management solutions, components, visual displays, industrial automation, networking products, and renewable energy solutions. With its mission "To provide innovative, clean, and efficient energy solutions for a...