Customer Journey Strategist

18 hours ago

Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 90,00,000 - ₹ 1,20,00,000

Customer Insights & Experience Lead Role

We're seeking a talented individual to lead our customer insights and experience efforts. This is a strategic and hands-on role that combines operational excellence, data storytelling, and cross-functional leadership to enhance the end-to-end customer journey.

Key Responsibilities:

  • Build a centralized insights engine to translate customer feedback into actionable insights.
  • Partner with Data, Salesforce, and Customer Success teams to embed predictive models that identify churn risk, advocacy, and engagement patterns.
  • Design and maintain CX dashboards and reporting tools that surface trends, friction points, and improvement opportunities across the journey.
  • Lead cross-functional initiatives that optimize tools, systems, and processes used by Support, Success, Academy, and Product teams.
  • Evaluate and implement new technologies to improve listening and response across channels.
  • Deliver insight-driven recommendations to senior leadership and stakeholders, informing product, GTM, and service strategy.

Requirements:

  • 5+ years of experience in customer experience, business operations, or data strategy roles, ideally in a B2B SaaS or tech company.
  • Proven track record in turning data into strategic insights, especially with NPS, CSAT, churn, and engagement metrics.
  • Strong experience with Salesforce, BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms (Qualtrics, Medallia).
  • Working knowledge of AI and automation concepts in CX, such as sentiment analysis, predictive scoring, or journey analytics.
  • Strong project management and cross-functional collaboration skills.
  • Bachelors degree in Business, Analytics, Engineering, or related field (MBA preferred).
  • Excellent communication and stakeholder engagement skills in a global matrixed environment.

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