Customer Journey Specialist

2 days ago

Hyderabad, Telangana, India Hiret Consulting Full time US$ 90,000 - US$ 1,20,000 per year

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

  • Customer Journey Specialist

    3 weeks ago

    Hyderabad, Telangana, India Hiret Consulting Full time

    Job DescriptionWere Hiring: Customer Journey SpecialistThe 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...

  • Customer Journey Strategist

    3 days ago

    Hyderabad, Telangana, India beBeeStrategist Full time US$ 80,000 - US$ 1,50,000

    Customer Journey StrategistAbout UsWe're a global education leader committed to making high-quality learning accessible and affordable worldwide. We partner with top universities to offer courses, degree programs, and certificates that help individuals acquire new skills.We have a unique model combining state-of-the-art technology, innovative curriculum, and...

  • Adobe Journey Optimizer

    2 days ago

    Hyderabad, Telangana, India Bhasaka Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Adobe Journey Optimizer (AJO) Specialist / ConsultantLocation: [Hyderabad/ Remote ]Employment Type: [Permanent/ Contract]Experience Level: 5+ YearsRequired Skills & Experience:5+ years in digital marketing automation, with at least 2+ years hands-on experience with Adobe Journey Optimizer (AJO).Strong understanding of Adobe Experience Platform...

  • Senior Customer Journey Mapping Specialist

    6 days ago

    Hyderabad, Telangana, India beBeeAnalytics Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Job Summary:This role involves working with a team to design and implement effective customer journey maps for multiple touchpoints. The ideal candidate will have strong expertise in journey mapping, touchpoint identification, aggregating from multiple touchpoints, KPI realization, journey metrics analysis, etc. Proficiency in Google Analytics 4, Google Tag...

  • Customer Journey Architect, Senior

    5 hours ago

    Hyderabad, Telangana, India Blackbaud Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Blackbaud is hiring a Customer Journey Architect, Senior to join our Customer Success team. In your role as a Customer Journey Architect you will be responsible for designing and implementing strategies to ensure customer satisfaction and loyalty. Blackbaud is committed to ensuring customers have a positive experience with the our products or services, and...

  • Optimize Customer Journeys

    2 days ago

    Hyderabad, Telangana, India beBeeCustomer Full time ₹ 12,00,000 - ₹ 15,00,000

    As a Customer Experience Expert, you will play a crucial role in designing and implementing user journeys for financial products. Your primary objective will be to ensure seamless onboarding, engagement, and retention of customers.Key Responsibilities:Develop customer-centric user experiences through data-driven insightsDesign and implement effective CRM...

  • Sales & Customer Experience Specialist

    4 weeks ago

    Hyderabad, Telangana, India Ecomous Full time

    Company DescriptionEcomous is a D2C brands accelerator where we have exciting D2C brands across different niches like haircare, pet, and wellness.Role DescriptionThe Sales & Customer Experience Specialist will be responsible for ensuring a positive customer journey, from handling customer calls and following up with them regularly, to resolving issues and...

  • Sales & Customer Experience Specialist

    2 days ago

    Hyderabad, Telangana, India Ecomous Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Company DescriptionEcomous is a D2C brands accelerator where we have exciting D2C brands across different niches like haircare, pet, and wellness.Role DescriptionThe Sales & Customer Experience Specialist will be responsible for ensuring a positive customer journey, from handling customer calls and following up with them regularly, to resolving issues and...

  • Sales & Customer Experience Specialist

    5 days ago

    Hyderabad, Telangana, India Ecomous Full time

    Company Description Ecomous is a D2C brands accelerator where we have exciting D2C brands across different niches like haircare, pet, and wellness. Role Description The Sales & Customer Experience Specialist will be responsible for ensuring a positive customer journey, from handling customer calls and following up with them regularly, to resolving...

  • Customer Experience Specialist

    2 days ago

    Hyderabad, Telangana, India beBeeCustomerService Full time ₹ 60,00,000 - ₹ 80,00,000

    Job Title: Customer Experience SpecialistThis role involves working with students and parents to provide a seamless experience throughout their journey.Main Responsibilities:Serve as the primary point of contact for student inquiries and concerns, addressing them with empathy and efficiency.Manage escalations across various channels to maintain a positive...