Customer Journey Specialist
6 days ago
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
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